Service Desk Team Lead

Service Desk Team Lead CIO Tech is a Tampa-based MSP known for responsiveness, reliability, and promoting from within. We are looking for a Service Desk Team Lead who can take point on escalations, raise the bar across the team, and bring steady leadership to a fast-moving service desk. What You'll Do Handle Level 1 and Level 2 technical escalations Support desktops, servers, networks, Microsoft 365, and hybrid environments Administer AD, Entra ID, Azure, Exchange Online, Intune, SharePoint, Teams Manage GPOs, Windows Server roles/features (on-prem + hybrid) Troubleshoot VLANs, DNS, DHCP, VPNs, firewall rules, and routing Support macOS as needed Work with Azure/Entra hybrid setups and basic Azure VM administration Use PowerShell and basic scripting for efficiency Work in RMM tools and Connectwise Manage ticketing systems Support backup platforms (Veeam, Backblaze, etc.) Document solutions in IT Glue and maintain solid ConnectWise notes Mentor Level 1 and Level 2 techs; drive consistency and process Assist with onsite work when needed Participate in the on-call rotation What Makes You a Fit 5+ years of IT support or service desk experience in an MSP or similar multi-client environment 2+ years in a senior, escalation, or leadership role Comfortable managing multiple clients, priorities, and SLAs Strong experience with Microsoft 365, Entra, Azure, Intune Solid AD/Group Policy knowledge and Windows Server admin skills Good grasp of networking fundamentals and firewall troubleshooting Practical PowerShell experience Backup experience with common platforms Strong analytical mindset and a habit of verifying your work Takes ownership of service quality and sets the tone for professionalism Helps others grow and leads by example Nice to Have Experience with ConnectWise Manage/Automate, NinjaOne, IT Glue, Liongard Experience with Hyper-V, VMware, Proxmox Familiarity with SentinelOne, Huntress, or similar security tools Azure Administrator Associate What Success Looks Like Faster, cleaner escalations Fewer repeat issues and tighter documentation Strong mentorship and knowledge transfer across the team A steady, reliable presence that raises overall performance Benefits Paid time off - 15 days PTO your first year, plus holidays Retirement Plan IRA with company match Comprehensive Medical, dental, vision, life, and ancillary coverage Team lunches, company events, referral bonuses Community Engagement - Paid volunteer time

Created: 2026-03-04