This is a remote position.
Role Summary
You’ll lead a high-performance Service Desk. (L1–L3) delivering SLA-driven support to SMB/Enterprise clients. This is a hands-on leadership role: 60% team management & service delivery, 40% senior technical escalation across Microsoft 365, Azure, networking, security fundamentals, and telephony basics (Teams Phone/SIP).
Key Responsibilities
Team Leadership & Service Delivery
- Lead, coach, and roster a 10–15-person helpdesk (L1–L3), fostering a customer-first, “fix fast, fix right” culture.
- Own incident, request, problem & change workflows (ITIL), daily stand ups, queue health, and escalation paths.
- Run weekly 1:1s, skills matrices, career plans, and continuous improvement (playbooks, SOPs, runbooks).
- Manage vendor/MSP partner escalations and after-hours/on-call rotations.
Technical Ownership (Level 3 Escalations)
- Microsoft 365/Intune/Defender: Advanced troubleshooting for Exchange Online, SharePoint/OneDrive, Teams, Conditional Access, MFA, Autopilot, device compliance, data loss prevention, mail flow, and identity issues.
- Azure/Entra ID: RBAC, Azure AD/Entra ID, AVD/WVD basics, Azure networking (VNets, NSGs, VPN GW), backup & recovery, cost governance fundamentals.
- Networking: Firewalls (Fortinet/Meraki), VLANs, DHCP/DNS, site-to-site and remote VPN, SD-WAN basics, Wi-Fi design & troubleshooting.
- Security Basics: EDR/AV policy hygiene, patching cadence, hardening baselines, privileged access hygiene, incident triage, and first-response playbooks.
- Telephony Basics: Microsoft Teams Phone, SIP trunks, number porting, call queues/IVR, and PBX integration at a support/escalation level.
Process, Quality & Stakeholders
- Own SLAs/OLAs, CSAT, backlog ageing, and MTTR; drive RCA & post-incident reviews with corrective actions.
- Partner with Account Managers and Projects for smooth handover from build → support; contribute to standards and reference architectures.
- Maintain documentation (Confluence/Notion), CMDB/asset accuracy, and knowledge base articles the team can actually use.
- Ensure compliance with client and internal policies (security, privacy, acceptable use).
Requirements
Required Skills & Experience
- 6–10+ years in IT support with 2–4+ years leading/mentoring a service desk or NOC (MSP experience strongly preferred).
- Deep, practical expertise across:
- Microsoft 365 & Intune/Defender/Compliance
- Azure & Entra ID fundamentals and governance
- Networking (L2/L3, firewalls, VPN, Wi-Fi, DNS/DHCP)
- Security basics (MFA, CA, patching, EDR, incident triage)
- Telephony basics (Teams Phone/SIP/IVR)
- Solid ITIL knowledge (Incident/Problem/Change) and proven SLA discipline.
- Excellent stakeholder communication—can translate technical incidents into clear business language.
Nice-to-Have Certifications
- Microsoft: AZ-104, AZ-900, MS-102, SC-200/300, MD-102
- Networking: Fortinet NSE 4/5, Cisco CCNA, Meraki CMNA
- ITIL v4 Foundation or higher
Tools You’ll Likely Use Here
- PSA/RMM (Autotask, Intune, Defender, Azure Portal, Entra ID, PowerShell, FortiGate/Meraki, Sentinel/Defender XDR, Datto/VEAM, Confluence/Notion, Jira/ServiceNow, Teams/SharePoint)
KPIs / What Success Looks Like
SLA attainment: ≥ 95% across priority classes CSAT: ≥ 4.7/5 (rolling 90 days) MTTR: ↓ 20–30% within first 90 days Backlog age: < 3 days for P3/P4; no stale P2s
First Contact Resolution: ≥ 60% (L1/2) with strong KB usage Documentation coverage: 100% for top 50 recurring issues People: hiring plan executed; clear growth paths and skill matrices
