Support Engineer L3 – MSP Escalations

A growing, highly profitable cloud-focused Managed Service Provider is seeking a Service Desk Team Lead to oversee a team of nine Level 1 and Level 2 technicians.

This is an operations-focused leadership position for someone who enjoys directing technical teams, improving procedures, balancing workloads, mentoring engineers, and keeping service delivery running efficiently. The position is approximately 85–90% leadership/operations and 10–15% hands-on escalation support.

The company maintains a white-glove service model and intentionally keeps technician utilization around 60–70% to promote service quality and employee work-life balance. The organization recently achieved SOC 2 compliance, has approximately 17 employees, and offers multiple career paths for continued growth.

• Lead and oversee a team of 9 Level 1 and Level 2 technicians
  .
• Manage daily Service Desk operations, workload distribution, and resource allocation.
• Monitor ticket queues and ensure client issues are handled efficiently and within established service standards.
• Enforce and improve Service Desk procedures, workflows, and documentation.
• Mentor and develop junior and mid-level technicians.
• Serve as an escalation resource when additional technical assistance is required.
• Provide approximately 10–15% hands-on technical support for escalated issues.
• Identify operational bottlenecks and implement more efficient processes.
• Work closely with company leadership to improve service delivery and client satisfaction.
• Help maintain a collaborative, white-glove MSP service environment.

• Must have Managed Service Provider (MSP) experience.
• Experience as a Service Desk Team Lead, Help Desk Team Lead, Help Desk Manager, or similar technical leadership role.
• Strong leadership aptitude and ability to direct and mentor technical staff.
• Experience managing ticket queues, technician workloads, escalations, and Service Desk procedures.
• Working technical knowledge of the Microsoft ecosystem.
• Ability to step into technical escalations when necessary.
• Strong organizational and process-improvement skills.
• Excellent client-facing and internal communication skills.
• Ability to balance team productivity with service quality and employee development.
• Compensation:
  Up to $100,000 base
• Health, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Cell phone and other applicable reimbursements
• Multiple career advancement tracks
• Collaborative, employee-focused MSP culture
• Technician utilization intentionally maintained around 60–70%
• Modern open-office environment overlooking the Pacific Ocean
• Career path into additional leadership responsibilities