Senior Service Desk Lead

About the role

An experienced Senior Service Desk Lead is sought to act as a hands-on technical leader within the Service Desk team. This is a senior individual contributor role, not a people-management position, suited to an experienced MSP professional who enjoys resolving complex technical issues and maintaining high service standards. The role works closely with the Director of IT & Operations, giving visibility into Service Desk performance, risks and improvement opportunities while handling technical tickets.

Key responsibilities

• Maintain an active personal ticket workload focused on complex Level 2 and Level 3 issues, and act as the primary escalation point for high-impact incidents
• Lead troubleshooting across Microsoft 365, Azure, Entra ID and related technologies, and support Windows 10/11 endpoints and identity and access management issues
• Own Priority 1 and Priority 2 incidents from identification through resolution, and lead incidents during major service disruptions
• Manage ticket queues daily, ensure SLA/SLO compliance, and maintain high ticket quality, documentation and communication standards
• Identify recurring issues, operational challenges and systemic risks, and coordinate with Centralized Services, Projects and Leadership teams
• Provide real-time technical guidance and mentoring to Service Desk engineers, review tickets and give constructive feedback
• Assist with onboarding and technical development of new team members, and act as an operational extension of the Director of IT & Operations
• Share insights on Service Desk trends, risks and skill gaps, and recommend workflow, automation and tool improvements

Required profile

• 3+ years of experience in a Service Desk or Managed Service Provider (MSP) environment
• Strong hands-on experience with Microsoft 365, Azure, Entra ID and Windows endpoints
• Experience with ticketing systems and managing technical escalations
• Excellent communication and technical documentation skills, and ability to manage multiple priorities
• Preferred: previous Senior Service Desk, Senior Helpdesk or Escalation Engineer experience, Autotask and IT Glue experience, and mentoring experience