Service Desk Team Lead (MSP)

Snap Tech IT, LLC is hiring an onsite Service Desk Team Lead (MSP) in Cumming, GA to lead escalations, coach analysts, and strengthen service consistency.

Responsibilities

• Act as the technical leader and primary escalation point for the Service Desk Analyst team
• Coach and mentor analysts on complex troubleshooting to improve problem-solving and decision-making
• Review escalations and determine whether issues should be resolved within the team or escalated to the next support level
• Ensure escalations are properly documented, thoroughly vetted, and ready for smooth handoff to additional expertise
• Provide real-time knowledge sharing and ongoing development support for Service Desk Analysts
• Partner with service leadership to promote consistency, quality, and best practices across the team
• Monitor team performance, identify trends, and help remove obstacles impacting productivity and client service
• Spot recurring technical challenges, knowledge gaps, and opportunities for process improvement
• Support major incident response efforts and help communicate service-impacting issues as they arise
• Reinforce documentation standards and ensure effective use of service desk tools and processes

Requirements

• 3-5 years of experience in a technical support, service desk, or related IT role (MSP experience is a plus)
• Demonstrated Tier 2-level troubleshooting and problem-solving skills
• Experience mentoring, training, or supporting the development of other technicians
• Strong knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, Windows 10/11, and networking fundamentals
• Experience working in a ticketing system while following documented service and escalation processes
• Ability to learn and support a variety of business applications and technologies
• Experience with ConnectWise Manage and IT Glue or similar service management and documentation platforms preferred

Technologies

• Microsoft 365
• Active Directory
• Microsoft Entra ID
• Windows 10/11
• Networking fundamentals
• ConnectWise Manage
• IT Glue

Benefits

• Group medical and dental insurance
• Health insurance
• Dental insurance
• Vision insurance
• Paid vacation
• Holidays
• Personal & sick time
• Paid time off
• Retirement contribution
• 401(k)
• Training reimbursement

Location and Job Type

• Location: Cumming, Georgia (in-office)
• Work location: In person
• Type: Full-Time | In-Office

Salary

• USD: $75,000 per year

Application Questions

• Tell us about a time a technician escalated a complex issue to you. How did you troubleshoot the problem and coach the technician through it?
• Describe a situation where you disagreed with a technician's troubleshooting or escalation approach. What did you do and what was the outcome?
• Tell us about a recurring technical issue or knowledge gap you identified on your team. How did you address it and what improved as a result?
• Describe a time you had to decide whether an issue should stay with your team or be escalated. What factors influenced your decision?
• This is an in-office role in our Cumming, Georgia office. Please confirm your availability.