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

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