Senior IT Support & Service Desk Lead (Hybrid)

Comunidade Metodista; Buffalo (NY); Hybrid; USD 57,000 - 101,000; Full time

Benefits offered by this job

Hybrid flexibility

Paid parking

Generous PTO and holidays

401K from Day 1

Educational support

Volunteer time off

Job summary

Lawley is seeking an Information Technology-Senior Support Specialist in Buffalo, NY, operating in a hybrid model. The role supports 650+ users across 18 locations, coordinating service-desk activities and mentoring staff. Strong MSP experience and leadership are highly valued.

The position emphasizes Windows/Microsoft 365, VPN, and hardware/software troubleshooting in a dynamic insurance environment with growth opportunities and hybrid flexibility.

Qualifications

• Minimum of 5+ years IT experience; MSP experience preferred.
• Experience in project management / implementation rollouts.
• Leadership experience or senior team mentorship preferred.
• Experience installing, upgrading, troubleshooting and repairing networked computers.

Responsibilities

• Provide technical knowledge and support for 650+ users in a hybrid environment across 18 locations.
• Oversee day-to-day service-desk operations to ensure users receive support.
• Act as a go-to resource and mentor to service-desk team for troubleshooting and systems.
• Triage calls, emails, and tickets to assign to team members.
• Troubleshoot Windows OS, Microsoft 365, printers, VPN/remote connectivity, and core applications.
• Image and deploy workstations, laptops, and phones for office and hybrid associates.

Skills

IT support

MSP experience

Leadership

Troubleshooting

Windows OS

Microsoft 365

VPN/remote access

Networking basics

Tools

Microsoft 365

Azure

Remote-control software

Helpdesk software

Job description

Lawley is seeking an Information Technology-Senior Support Specialist in Buffalo, NY, operating in a hybrid model. The role supports 650+ users across 18 locations, coordinating service-desk activities and mentoring staff. Strong MSP experience and leadership are highly valued.

The position emphasizes Windows/Microsoft 365, VPN, and hardware/software troubleshooting in a dynamic insurance environment with growth opportunities and hybrid flexibility.