- Field
- IT infrastructure and support
- Location
- Boca Raton, FL
- Work model
- Onsite
- Level
- Manager
- Pay
- $100k to $115k
What you would own
- Lead, coach, and develop Level 1 Service Desk Engineers while remaining hands-on with technical escalations and ticket resolution.
- Oversee high-volume ticket and phone queues, prioritization, assignments, and SLA compliance.
- Troubleshoot and escalate issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services.
- Manage client communications during critical incidents, outages, and service disruptions.
- Monitor service performance, identify recurring issues, and implement process improvements.
- Maintain technical documentation, knowledge base articles, and service desk procedures.
- Collaborate with Engineering and Service Delivery leadership to ensure timely resolution and excellent client satisfaction.
What they are looking for
- 5+ years of experience working for a Managed Services Provider (MSP).
- 3+ years leading a Service Desk or frontline technical support team.
- Hands-on knowledge of Microsoft Azure infrastructure OR Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID).
- Strong understanding of ITIL incident and major incident management.
- Experience managing high-volume ticket queues, SLAs, and multiple external clients.
- Excellent troubleshooting, leadership, and executive-level client communication skills.
- Preferred Qualifications ITIL, CCNA, or Microsoft Azure certification.
- Experience with MSP PSA platforms and monitoring tools such as LogicMonitor.
- A technically capable, customer-focused service desk leader who thrives in an MSP environment, can coach and hold teams accountable, and is comfortable resolving escalations personally while maintaining a high standard of client service.
Everything above is the hiring company’s own words, with the company name taken out. The name, the team, and the interview steps come with the first conversation.