Help Desk Lead
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Job Location:
Ann Arbor, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Us
UTEC is a fast-growing Managed Service Provider (MSP) delivering reliable IT support cybersecurity and cloud solutions to small and mid-sized businesses. We pride ourselves on proactive service strong client relationships and technical excellence.
Role Overview
We are seeking a skilled and motivated Help Desk Leadto support our service desk operations and act as a senior technical resource for the team. This role focuses on leading by examplehandling complex technical issues assisting with escalations and helping guide junior technicianswhile maintaining a high standard of client service.
Key Responsibilities
- Serve as the primary escalation point for Tier 12 technicians
- Troubleshoot and resolve advanced technical issues across client environments
- Assist in managing ticket queues to ensure SLA compliance and timely resolution
- Provide guidance and mentorship to junior help desk staff
- Contribute to documentation knowledge base articles and standard procedures
- Collaborate with projects and cybersecurity teams as needed
- Participate in onboarding and training of new technicians
- Maintain strong client relationships through clear communication and high-quality support
Qualifications
- 35 years of experience in IT support preferably within an MSP environment
- Previous experience acting as a senior technician or team lead (preferred)
- Strong understanding of basic firewall concepts (Watchguard preferred)
- Strong knowledge of Windows Windows Server Environment Microsoft 365 networking and common business applications
- Experience configuring and troubleshooting network equipment
- Experience with PSA/RMM tools (experience with ConnectWise products strongly preferred)
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service abilities
- Excellent time management skills and self motivated
- Ability to prioritize and manage multiple issues in a fast-paced environment
Nice to Have
- IT certifications (e.g. CompTIA Network Security Microsoft certifications)
- Experience with cybersecurity best practices
- Familiarity with automation and scripting (PowerShell etc.)
What We Offer
- Competitive salary
- Medical dental and vision insurance
- 401(k) with company matching
- Professional development and certification support
- Collaborative and growth-focused culture
About Company
Utec strives to help your business become more efficient through the use of cutting edge IT and Office Solutions. We will manage the technology structure of your business consisting of copiers, printers, scanners, computers, servers and presentation display boards. Any technology that ... View more
