Service Desk Team Lead

Job Description

Job Description

Are you ready to grow your career at a values-driven, family first MSP? DTC is looking for their next Service Desk Team Lead. The Service Desk Team Lead will lead the day-to-day operations of the Service Desk, ensuring consistent, high-quality support for clients and a culture of accountability and service excellence across the team. This is an on-site role in Sparks, Maryland.

We'll Provide :

Robust benefits package including PTO, 401k, healthcare, dental, and vision

Salary range of $75,000 - 85,000 annually

Hybrid work schedule that supports work / life balance

Opportunities for continued growth, learning, and creativity

What You'll Do :

Lead, coach, and technically mentor Tier 1 & Tier 2 technicians, fostering a culture of accountability, service excellence, and continuous learning.

Provide Tier 2+-level technical oversight and serve as an escalation point for complex or critical issues—stepping in with hands-on support only during urgent situations such as major incidents, high ticket volume, or reduced coverage.

Oversee scheduling, coverage, and workload balance to ensure consistent responsiveness and SLA compliance across shifts.

Monitor service desk metrics, queue health, and documentation quality to identify trends, coaching opportunities, and process improvements.

Partner with Tier 3 and senior engineering team, the Triage Engineer, the Project Manager, and the Service Delivery Manager to streamline escalations, align technical standards, create and sustain service delivery excellence.

Enforce and continuously improve service desk processes, documentation practices, and automation workflows that drive efficiency and quality.

Collaborate with leadership to assess and implement new tools, technologies, and AI-driven efficiencies that elevate team performance and client experience.

Skills You'll Need :

Experience working in a Managed Service Provider (MSP) environment is required.

Minimum 3+ years of hands-on IT support experience with demonstrated Tier 2 or higher technical competency.

At least 1 year in a team lead, mentor, or supervisory role with direct people leadership responsibilities.

Proficiency in MSP tools and technologies, including PSA systems (HaloPSA preferred), RMM platforms, Microsoft 365 administration, networking fundamentals (VLANs, firewalls, DNS, DHCP), and endpoint management / troubleshooting.

Ability to evaluate technical work quality, provide coaching, and guide technicians through structured problem-solving and escalation.

Certifications such as CompTIA Network+, Microsoft 365 Certified : Modern Desktop Administrator, HDI Support Center Manager, or ITIL Foundation are preferred.

Familiarity with cybersecurity best practices and frameworks such as CMMC is a plus.

Willingness to participate in an on-call rotation and jump in when business or client demands require temporary hands-on support.

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