Tier 3 Service Desk Lead — Hybrid IT Support

Virtual Technologies Group; Maumee (OH); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Life insurance

Disability

401(k) with match

Job summary

Virtual Technologies Group in Maumee, OH is seeking a Tier 3 Service Desk Professional for a hybrid, full-time role. You will oversee day-to-day service desk operations, incident management, and escalations to ensure timely resolutions.

Responsibilities include monitoring ticket queues, enforcing SLA targets, coordinating with Tier 2/3 engineers and vendors, managing scheduling and workload, and leading performance reviews and incident debriefs to drive continuous service improvements.

Qualifications

• Experience with incident management and service desk operations.
• Strong ability to monitor queues and manage priorities.
• Familiarity with SLA targets and escalation processes.

Responsibilities

• Monitor and manage ticket queues to ensure timely resolution.
• Handle escalated technical issues and customer complaints.
• Enforce SLA targets and drive compliance.
• Coordinate with Tier 2/3 engineers and vendors for escalated issues.
• Manage scheduling, shift coverage, and technician workload.
• Track and improve metrics like FRT, MTTR, Escalation Rate, etc.
• Lead operational sync meetings.
• Provide performance coaching and incident reviews for techs.
• Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed.

Job description

Virtual Technologies Group in Maumee, OH is seeking a Tier 3 Service Desk Professional for a hybrid, full-time role. You will oversee day-to-day service desk operations, incident management, and escalations to ensure timely resolutions.

Responsibilities include monitoring ticket queues, enforcing SLA targets, coordinating with Tier 2/3 engineers and vendors, managing scheduling and workload, and leading performance reviews and incident debriefs to drive continuous service improvements.