Service Desk Team Lead - Northeast

Net At Work

Remote
Base: $75,000 to $85,000; bonus/equity: eligible f...
Fully remote
Managed services provider experience
Microsoft windows and macos expertise
Service desk performance metrics management
Net at Work is seeking a Service Desk Team Lead for a remote position, responsible for ensuring excellent client support and team performance metrics in a Managed Services environment. The ideal candidate will have experience in coaching, technical support, and familiarity with various operating systems and network protocols

Job Summary

  • The Shift Team Lead is responsible for guaranteeing our clients receive excellent experience during the designated shift by managing team performance and ensuring responsiveness and efficiency.
  • Net at Work offers competitive benefits including health, dental, vision, retirement plans with matching contributions, paid time off, and wellness programs to support employees and their families.
  • The company is dedicated to fostering a diverse and inclusive workplace where employees can be their best and promotes fair hiring practices free of discrimination.

Matching Summary

Match Score: 85

Net at Work is seeking a Service Desk Team Lead for a remote position, responsible for ensuring excellent client support and team performance metrics in a Managed Services environment. The ideal candidate will have experience in coaching, technical support, and familiarity with various operating systems and network protocols.

Salary

Base: $75,000 to $85,000; Bonus/Equity: Eligible for bonus per company plan; Benefits: Comprehensive health, retirement, and wellness programs

Skills & Requirements

Must-have

  • Managed Services Provider experience
  • Microsoft Windows and macOS expertise
  • Service Desk performance metrics management
  • Incident management and escalation
  • Ticket lifecycle and prioritization
  • Client communication and scheduling
  • Team coaching and mentoring

Nice-to-have

  • Empathy with clients during incidents
  • Strong organizational and time management
  • Self-starter with attention to detail
  • Experience building Standard Operation Procedures
  • Collaborative team environment
  • Critical thinking and interpersonal skills
  • Familiarity with Google Workspace and AV/EDR

Key Requirements

  • 2+ years in Managed Services Provider field
  • 1+ years mentoring or coaching experience
  • 1-2 years break/fix workstation and server solutions
  • Basic Microsoft Windows Server and networking knowledge
  • Knowledge of Active Directory, Entra ID, and InTune
  • Experience with Microsoft 365 and Entra AZ-900 certification preferred
  • Ability to manage major incidents and client communications

Work Rights

Not specified

Tailored Resume

Cover Letter