Tier 2 Help Desk Technician​/Help Desk Lead - MSP

Company: Massive IT Location: Tampa, FL Job Type: Full-Time | On-Site (No Remote or Hybrid)
Experience: Minimum 5 Years

Massive IT is looking for an experienced Tier 2 IT Support Technician / Help Desk Lead who can do more than just resolve technical issues. We need someone who can take ownership of daily Help Desk operations, provide direction to technicians, establish processes, and keep the team organized and accountable. This is a hands‑on technical leadership role. You will continue working directly on Tier 2 support tickets while overseeing daily ticket assignments, technician workloads, escalations, and service delivery.

We’re looking for someone who recognizes what needs to be done and takes action without waiting for direction. Someone who is organized, confident making decisions, enjoys solving technical problems, and knows how to keep a busy Help Desk running efficiently. If you’re an experienced Tier 2 technician who naturally takes the lead, enjoys mentoring others, and wants the authority to make meaningful operational improvements, this may be the right opportunity for you.

• Troubleshoot and resolve escalated technical support issues involving Microsoft 365, Windows, servers, networks, and business applications.
• Support Microsoft 365, Exchange Online, Teams, SharePoint, One Drive, Active Directory, and Entra .
• Diagnose network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues.
• Support workstations, servers, printers, endpoint devices, and related software.
• Serve as the primary escalation resource for Tier 1 technicians.
• Identify root causes of recurring technical issues and implement effective solutions.
• Maintain accurate ticket documentation, troubleshooting notes, and time entries.

• Oversee the daily Help Desk ticket queue and technician workflow.
• Assign, prioritize, and redistribute tickets based on urgency, SLA requirements, and available resources.
• Monitor ticket progress and address aging, stalled, or improperly assigned tickets.
• Provide direct guidance to technicians regarding priorities, troubleshooting, and follow‑up requirements.
• Ensure tickets are properly documented and customer communications are completed on time.
• Coordinate escalations and responses to urgent customer issues.
• Make day‑to‑day operational decisions to keep the Help Desk running efficiently.

This position has direct operational authority over Help Desk workflow, ticket assignments, priorities, and established service procedures.

• Evaluate existing Help Desk workflows and identify areas for improvement.
• Create and maintain standard operating procedures (SOPs).
• Establish consistent ticket management, escalation, documentation, and resolution processes.
• Develop troubleshooting guides and internal knowledge base documentation.
• Identify opportunities for automation and increased efficiency.
• Implement approved process improvements and ensure the team follows established procedures.

• Provide daily direction and technical assistance to Tier 1 technicians.
• Reinforce expectations for ticket ownership, documentation, customer communication, and follow‑through.
• Coach technicians to improve troubleshooting skills and technical independence.
• Identify training needs and assist with technician development.
• Address workflow or service delivery deficiencies directly and professionally.
• Promote accountability, teamwork, and consistent customer service.

• Monitor SLA compliance, ticket response times, and resolution performance.
• Identify potential service delivery issues…