--- title: Careers description: Open IT Help Desk Lead – Managed Services position --- [Skip to the main content.](https://btpllc.net/careers#main-content) [![Primary Logo](https://btpllc.net/hs-fs/hubfs/Logos/Primary%20Logo.png?width=1563&height=529&name=Primary%20Logo.png "Primary Logo")](https://btpllc.net?hsLang=en) [![Business Technology Partners Primary Logo](https://btpllc.net/hs-fs/hubfs/Logos/Primary%20Logo.png?width=1563&height=529&name=Primary%20Logo.png "Business Technology Partners Primary Logo")](https://btpllc.net?hsLang=en) - [Services](https://btpllc.net/services) - [Industries](https://btpllc.net/industries) - [About Us](https://btpllc.net/about-us) - [Careers](https://btpllc.net/careers) [CLIENT PORTAL](https://btpllc.itclientportal.com/ClientPortal/Login.aspx) [CONTACT US](https://btpllc.net/contact-us?hsLang=en) Toggle Menu Toggle Menu [CLIENT PORTAL](https://btpllc.itclientportal.com/ClientPortal/Login.aspx) [CONTACT US](https://btpllc.net/contact-us?hsLang=en) - [Services](https://btpllc.net/services) - [Industries](https://btpllc.net/industries) - [About Us](https://btpllc.net/about-us) - [Careers](https://btpllc.net/careers) ##### [MANAGE](https://47352440.hs-sites.com/services/manage?hsLang=en) ![wired-outline-59-server-connection-hover-pinch](https://btpllc.net/hubfs/Global%20Header/wired-outline-59-server-connection-hover-pinch.svg)[Fully Managed IT Services](https://47352440.hs-sites.com/services/manage?hsLang=en#full-managed-it) Proactive, tailored IT solutions with transparent pricing and unlimited support. 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We’re here to help your business thrive. IT Helpdesk Lead - Testing 1 - Sub Nav 1 - Sub Nav 2 - Testing 2 - Testing 3 ##### Column Headline - Testing 1 - Sub Nav 1 - Sub Nav 2 - Testing 2 - Testing 3 # One Step Closer to Your Dream Job We're looking for awesome people to join our team. Available Positions ## Mission Driven. Purpose Lead. Business Technology Partners is a mission-driven, purpose-led IT Managed Services provider, committed to delivering reliable, secure, and forward-thinking technology solutions. Our purpose is to empower businesses by aligning IT with their goals, enabling growth, resilience, and innovation. Every service we provide is grounded in our mission to be a trusted partner—focused on outcomes, guided by integrity, and driven by impact. ##### **You'll make an impact your first day.** As a BTP Employee, making an impact starts on day one. From the outset, new leaders are expected to set the tone—providing technical guidance, fostering team accountability, and ensuring service quality aligns with client expectations. Whether addressing escalations, streamlining workflows, or mentoring technicians, as a BTP employee you will plays a pivotal role in driving performance, improving response times, and reinforcing our reputation for excellence in Managed IT services. Open Positions: All ![helpdesk Professional](https://btpllc.net/hs-fs/hubfs/AI-Generated%20Media/Images/helpdesk%20Professional.jpeg?width=350&height=350&name=helpdesk%20Professional.jpeg) # IT Help Desk Lead – Managed Services ## **Location:** Sumter, SC ## **Department:** IT / Services Department ## **Job Type:** Full-Time | Onsite **Salary:** $20-$30 per hour ## **Position Summary** We are seeking an experienced, highly organized, and self-driven IT Help Desk Lead to oversee our Managed Services Help Desk operations. This is a lead role that is responsible for managing day-to-day service desk activities, providing technical guidance to Level 1 and Level 2 technicians, ensuring service delivery excellence, and maintaining high customer satisfaction. The ideal candidate will have a strong IT Helpdesk technical background, leadership experience, and a passion for driving team performance in a fast-paced Managed Services Environment. ## **Key Responsibilities** - Lead and mentor the help desk team, including Level 1 and Level 2 technicians. - Streamline the current helpdesk systems and processes to provide better efficiency, metrics, and reporting. - Monitor daily ticket queues and ensure timely and effective resolution of service requests and incidents. - Serve as the primary escalation point for complex or high-priority technical issues. - Oversee scheduling, workload distribution, and shift coverage to ensure optimal service availability. - Track and report on key performance indicators (KPIs) such as ticket resolution times, SLA compliance, and client satisfaction. - Conduct regular team meetings, performance reviews, and training sessions to drive continuous improvement. - Assist with onboarding of technicians and contribute to documentation and development of end-user and helpdesk technician knowledge base development. - Collaborate with service delivery and project teams to ensure consistent client experiences. - Identify process inefficiencies and recommend improvements to tools, workflows, and documentation. - Maintain strong communication with clients, ensuring expectations are met and issues are resolved promptly and professionally. ## **Requirements** - Education & Experience: - Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field - 3–5 years of IT support experience, with at least 2–3 years in a leadership or senior technician role - Prior experience in a Managed Service Provider (MSP) environment strongly preferred and will be prioritized in the selection process - Experience with Kaseya Autotask or ConnectWise preferred - Technical Skills: - Strong understanding of Microsoft 365, Windows Server, Active Directory, and desktop operating systems - Experience with RMM/PSA platforms (e.g., ConnectWise, Autotask, NinjaOne, or other enterprise level PSA) - Knowledge of networking (firewalls, VPNs, DNS, DHCP) and backup technologies - Proficiency with documentation and knowledge management tools - Leadership & Soft Skills: - Excellent leadership, coaching, and team development abilities - Strong communication and interpersonal skills - Effective problem-solving and conflict resolution capabilities - Ability to manage multiple priorities and thrive in a dynamic environment ## **Preferred Certifications** - ITIL Foundation - CompTIA A+, Network+, Security+ - Microsoft 365 or Azure Administrator Associate - Relevant vendor-specific certifications (e.g., Cisco, VMware, Datto, Autotask) ## **Benefits** - Competitive salary - Health, dental, and vision insurance - 401(k) with company match - Paid time off and holidays - Ongoing training and certification support   [Click Here to Send Resume to us.](mailto:careers@btpllc.net)   Add your content here. 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