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Tier 2 Tech / Service Desk Supervisor In Training

Tier 2 Tech / Service Desk Supervisor In Training

Computer Corner - AlbuquerqueAlbuquerque, NM, USA
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Title : Tier 2 MSP Technician & Service Desk Supervisor in Training

Compensation : $27 / hr OR $56,160 / yr W-2, Non-Exempt

Note : This role follows an internal apprenticeship schedule designed to grow you into a Service Desk Supervisor . The program is structured on an 18-month timeline broken into three 6-month phases. With each phase, as long as you're demonstrating competency in the areas outlined in the apprenticeship plan, you'll be eligible for a predetermined pay increase upon graduating the level with a max pay of $29 / hr.

Starting Pay : $27 / hr

Phase 2 : $28 / hr

Phase 3 / Team Lead : $29 / hr

Schedule : Full-Time | Monday – Friday | 8AM – 5PM MST

Location : On-Site in Albuquerque, NM (Jefferson & I-25)

Reports To : Operations Manager (initially) and President (Phase 3)

Our Core Values & Culture

At Computer Corner, we're tech-loving troubleshooters who believe in Customer Service First, then Technical Expertise -because a friendly, helpful attitude matters as much as skills. We value excellence, responsiveness, and honesty in every interaction, and we celebrate wins big and small.

We're looking for an experienced Tier 2 Technician who's ready for the next step : growing into a Service Desk Supervisor . If this sounds like you, check out our internal apprenticeship plan at .

What You'll Be Doing

Tier 2 Technical Support (60%)

  • Solve complex helpdesk tickets across networking, firewalls, Microsoft 365, security tools, and RMM platforms.
  • Provide thorough documentation, ensuring issues are resolved or escalated appropriately.
  • Support Tier 1 technician with informal coaching and guidance on best practices.

Success Metric :

  • 95% SLA compliance on personal tickets
  • 0 hours per day attributable to service tickets.
  • 100% of tickets are acknowledged by end of every business day.

    • Tech Stack Mastery & Deployment (15%)

  • Become an expert in our MSP toolset-independently install, configure, and administer each tool in our tech stack.
  • Ensure tools are fully deployed, configured correctly, and actively monitored across all client environments.
  • Lean heavily on our Sr. Network Engineer and our partner MSSP when escalations are required to resolve issues or optimize deployments.

    • Success Metrics :

  • Completed onboarding training for 100% of our technical tool stack within first 6 months.
  • Time spent on Tools will be recorded in the 5.0 hours attributed to tickets in the first core job function.

    • Service Desk Supervisor Apprenticeship (25%)

  • Learn how service boards, SLA compliance, and backlog management are handled day-to-day.
  • Begin clearing service boards and updating tickets under Operations Manager oversight, with the expectation of owning this process fully as you grow.
  • Assist with and then lead service huddles, coordinating priorities across the team.
  • Provide informal coaching to Tier 1s, helping them improve ticket documentation, technical skills, and SLA compliance.

    • Success Metrics :

  • Clears boards daily with
  • Runs at least 4 service huddles per month by Month 6; leads daily service huddles independently by Month 12 .
  • Contributes to at least 2 SOPs / week (create, test, QA).
  • Establishes weekly 1 : 1s and runs them independently by Month 12.

    • What We're Looking For

  • 3–5 years of MSP Tier 2 Technician experience.
  • Strong troubleshooting skills across firewalls, Microsoft 365 tenant management, SharePoint, RMM tools, and security platforms.
  • Knowledge of IT applications, processes, software, and equipment
  • Working Knowledge of SMB Firewall Technologies, e.g., SonicWALL (preferred) and Fortinet style firewalls.
  • Understanding of support tools, techniques, and how technology is used to provide IT services, specifically ITIL principles.
  • Detail-oriented - you love clean boards, accurate SLA reporting, and building SOPs.
  • Natural mentor - you enjoy helping Tier 1s develop.
  • Hungry for growth - excited to step into leadership responsibilities.

    • Why You'll Love Working with Us

  • Health, dental, and vision insurance – Stay healthy while you grow.
  • Simple IRA with 3% company match – Free money for future-you.
  • Paid time off & holidays – 8 PTO days + 7 paid holidays.
  • Employee discount on tech gear – Nerd perks!
  • Paid trainings & certifications – We'll invest in your growth.
  • Culture of fun – Birthdays, barbecues, and the occasional field trip.

    • Career Path at Computer Corner

    Start as a Tier 2 Technician, taking ownership of boards, SOPs, and escalated tickets. As you demonstrate consistency, you'll step into a Team Lead role, mentoring Tier 1s, leading service huddles, and owning SLA / backlog reporting. Along the way, you'll be mentored by our Sr. Network Engineer (advancing your technical skills) and by our President (advancing your leadership skills) . From there, doors open to Service Delivery Manager and higher leadership opportunities, as you help the company achieve its growth goals.

    Ready to Join the Team?

    Here's how we hire :

  • Apply online – Send us your resume.
  • Complete the ALL IN Assessment (35 min).
  • Virtual "Get to Know Each Other" Interview (20 min).
  • In-Person Deep Dive Interview (2 hours).
  • Team Shadow Day – Experience a "Day in the Life" with us. ($100 flat rate for half day)
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    Service Desk Supervisor • Albuquerque, NM, USA