Service Desk Team Lead (MSP)

Snap Tech IT is hiring a Team Lead to serve as the technical leader of our Service Desk Analyst team. We’re looking for someone who combines strong technical troubleshooting skills with a passion for mentoring others and helping a team succeed.

In this role, you’ll provide guidance on complex technical issues, support the development of Service Desk Analysts, and help ensure escalations are properly vetted and documented before moving to the next level of support.

This is a technical leadership position rather than a traditional management role. You’ll serve as a coach, mentor, and escalation resource for the Service Desk Analyst team, helping technicians grow their skills while improving the overall quality and consistency of support.

What You’ll Do

· Serve as the technical leader and primary escalation resource for the Service Desk Analyst team.

· Provide guidance and coaching on complex technical issues, helping analysts strengthen their troubleshooting and problem-solving skills.

· Review escalations and determine when issues should be resolved within the team versus escalated to the next level of support.

· Ensure escalations are properly documented, thoroughly vetted, and ready for a seamless handoff when additional expertise is needed.

· Mentor and develop Service Desk Analysts through real-time coaching and knowledge sharing.

· Partner with service leadership to promote consistency, quality, and best practices across the team.

· Monitor team performance, identify trends, and help remove obstacles that impact productivity and client service.

· Identify recurring technical challenges, knowledge gaps, and process improvement opportunities.

· Support major incident response efforts and help communicate service-impacting issues when they arise.

· Reinforce documentation standards and effective use of service desk tools and processes.

Someone who:

· Can out-diagnose the technicians you lead and explain the reasoning behind the next step.

· Coaches technicians through complex issues rather than simply taking over.

· Balances technical depth with urgency, client communication, and service-level commitments.

· Makes sound escalation decisions and clearly documents the rationale behind them.

· Recognizes when an issue is larger than a single ticket and raises concerns quickly.

· Values process, documentation, accountability, and continuous improvement.

· Communicates effectively with team members, leadership, and non-technical end users.

· Can manage multiple priorities and client environments without losing structure or attention to detail.

Required Qualifications

· 3-5 years of experience in a technical support, service desk, or related IT role. MSP experience is a plus.

· Demonstrated Tier 2-level troubleshooting and problem-solving skills.

· Experience mentoring, training, or supporting the development of other technicians.

· Strong knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, Windows 10/11, and networking fundamentals.

· Experience working within a ticketing system and following documented service and escalation processes.

· Ability to learn and support a variety of business applications and technologies.

· Experience with ConnectWise Manage, IT Glue, or similar service management and documentation platforms preferred.

Pulled from the full job description 401(k) Health insurance Paid time off Vision insurance Dental insurance Paid holidays, Benefits Include group medical/dental insurance, paid vacation, holidays, personal & sick time, retirement contribution and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance, and customer service requirements, with initial compensation commensurate with relevant experience.

About Snap Tech IT

Since 2001, Snap Tech IT has provided managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that values curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.

Pay: $75,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Tell us about a time a technician escalated a complex issue to you. How did you troubleshoot the problem and coach the technician through it?
• Describe a situation where you disagreed with a technician’s troubleshooting or escalation approach. What did you do and what was the outcome?
• Tell us about a recurring technical issue or knowledge gap you identified on your team. How did you address it and what improved as a result?
• Describe a time you had to decide whether an issue should stay with your team or be escalated. What factors influenced your decision?
• This is an in-office role in our Cumming, Georgia office. Please confirm your availability.