Help Desk Lead

UTEC is a fast-growing Managed Service Provider (MSP) delivering reliable IT support, cybersecurity, and cloud solutions to small and mid-sized businesses. We pride ourselves on proactive service, strong client relationships, and technical excellence.

Role Overview

We are seeking a skilled and motivated Help Desk Lead to support our service desk operations and act as a senior technical resource for the team. This role focuses on leading by example—handling complex technical issues, assisting with escalations, and helping guide junior technicians—while maintaining a high standard of client service.

Key Responsibilities

• Serve as the primary escalation point for Tier 1–2 technicians
• Troubleshoot and resolve advanced technical issues across client environments
• Assist in managing ticket queues to ensure SLA compliance and timely resolution
• Provide guidance and mentorship to junior help desk staff
• Contribute to documentation, knowledge base articles, and standard procedures
• Collaborate with projects and cybersecurity teams as needed
• Participate in onboarding and training of new technicians
• Maintain strong client relationships through clear communication and high-quality support

• 3–5+ years of experience in IT support, preferably within an MSP environment
• Previous experience acting as a senior technician or team lead (preferred)
• Strong understanding of basic firewall concepts (Watchguard preferred)
• Strong knowledge of Windows, Windows Server Environment, Microsoft 365, networking, and common business applications
• Experience configuring and troubleshooting network equipment
• Experience with PSA/RMM tools (experience with ConnectWise products strongly preferred)
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service abilities
• Excellent time management skills and self motivated
• Ability to prioritize and manage multiple issues in a fast-paced environment

• IT certifications (e.g., CompTIA Network+, Security+, Microsoft certifications)
• Experience with cybersecurity best practices
• Familiarity with automation and scripting (PowerShell, etc.)

• Competitive salary
• Medical, dental, and vision insurance
• 401(k) with company matching
• Professional development and certification support
• Collaborative and growth-focused culture