Help Desk Lead
Job in
Ann Arbor, Washtenaw County, Michigan, 48113, USA
Listed on 2026-05-16
Listing for:
UTEC
Full Time
position Listed on 2026-05-16
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
About Us
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 OverviewWe 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 Connect Wise 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 (Power Shell, etc.)
- Competitive salary
- Medical, dental, and vision insurance
- 401(k) with company matching
- Professional development and certification support
Collaborative and growth‑focused culture
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