Service Desk Team Lead
6 days ago
Tampa
Job DescriptionSalary: CIO Tech is a Tampa-based MSP known for responsiveness, reliability, and promoting from within. We are looking for a Service Desk Team Lead who can take point on escalations, raise the bar across the team, and bring steady leadership to a fast-moving service desk. What Youll Do • Handle Level 1 and Level 2 technical escalations, • Support desktops, servers, networks, Microsoft 365, and hybrid environments, • Administer AD, Entra ID, Azure, Exchange Online, Intune, SharePoint, Teams, • Manage GPOs, Windows Server roles/features (on-prem + hybrid), • Troubleshoot VLANs, DNS, DHCP, VPNs, firewall rules, and routing, • Support macOS as needed, • Work with Azure/Entra hybrid setups and basic Azure VM administration, • Use PowerShell and basic scripting for efficiency, • Work in RMM tools and Connectwise Manage ticketing systems, • Support backup platforms (Veeam, Backblaze, etc.), • Document solutions in IT Glue and maintain solid ConnectWise notes, • Mentor Level 1 and Level 2 techs; drive consistency and process, • Assist with onsite work when needed, • 5+ years of IT support or service desk experience in an MSP or similar multi-client environment, • 2+ years in a senior, escalation, or leadership role, • Comfortable managing multiple clients, priorities, and SLAs, • Strong experience with Microsoft 365, Entra, Azure, Intune, • Solid AD/Group Policy knowledge and Windows Server admin skills, • Good grasp of networking fundamentals and firewall troubleshooting, • Practical PowerShell experience, • Backup experience with common platforms, • Strong analytical mindset and a habit of verifying your work, • Takes ownership of service quality and sets the tone for professionalism, • Experience with ConnectWise Manage/Automate, NinjaOne, IT Glue, Liongard, • Experience with Hyper-V, VMware, Proxmox, • Familiarity with SentinelOne, Huntress, or similar security tools, • Faster, cleaner escalations, • Fewer repeat issues and tighter documentation, • Strong mentorship and knowledge transfer across the team, • Paid time off - 15 days PTO your first year, plus holidays, • Retirement Plan IRA with company match, • Comprehensive Medical, dental, vision, life, and ancillary coverage, • Team lunches, company events, referral bonuses, • Community Engagement - Paid volunteer time