Help Desk Lead / IT Client Services

We are seeking a hands-on Help Desk Lead / IT Client Services to lead IT support and deliver an exceptional end-user experience. This role combines hands-on technical support, help desk leadership, MSP management, and service improvement. The Manager will resolve complex issues while overseeing an outsourced Managed Service Provider (MSP).

Keys:

• Extensive experience working as a "hands-on" Help Desk Lead
• Somebody who can write technical documentation

Responsibilities

Hands-On Technical Support

• Serve as a senior help desk resource and resolve end-user issues.
• Troubleshoot hardware, software, networking, Microsoft 365, Teams, printing, mobile devices, and business applications.
• Manage tickets through resolution and provide user updates.
• Provide remote, desk-side, and executive support.
• Build, configure, and deploy end-user systems.
• Participate in on-call escalations as needed.
• Document resolutions and maintain knowledge base articles.

Help Desk & MSP Management

• Oversee daily help desk operations and ticket queues.
• Monitor SLAs and ensure timely resolution.
• Determine which issues should be handled internally vs. by the MSP.
• Serve as the escalation point for complex issues.
• Hold the MSP accountable for service quality and resolution times.
• Lead recurring MSP operational reviews.
• Increase the number of tickets efficiently handled by the MSP.

Customer Service & Service Improvement

• Build strong relationships with employees across the organization.
• Deliver excellent customer service and communicate effectively during outages.
• Analyze ticket trends and recurring issues to identify process improvements and automation opportunities.
• Develop support standards and procedures.
• Reduce ticket volume, backlog, and aging while improving first-contact resolution.

Documentation & Knowledge Management

• Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and technical runbooks.
• Document onboarding, offboarding, hardware deployment, software provisioning, account management, and common support procedures.
• Ensure processes are consistently followed by internal IT staff and the MSP.
• Partner with infrastructure, security, and application teams on operational documentation.
• Audit MSP documentation and ensure critical IT knowledge remains within the organization.
• Support business continuity and disaster recovery through operational runbooks.IT Client Services & Help Desk Lead
• Strong Microsoft 365 administration and troubleshooting experience.
• Active Directory and Entra ID experience.
• Endpoint management experience with Intune, Autopilot, and Group Policy.
• Experience supporting laptops, mobile devices, printers, and conferencing systems.
• Familiarity with Azure, networking, VPNs, and SaaS applications.
• Experience working with an outsourced IT/MSP model.
• Strong troubleshooting, communication, organizational, and customer service skills.
• Ability to balance hands-on technical support with leadership and vendor management.