Managed Services Help Desk Lead

The Helpdesk Lead - Technical Support serves as the senior technical resource within the IT Services Division and is responsible for leading the day-to-day technical operations of the Service Desk. This individual provides advanced troubleshooting and escalation support for complex technical issues while ensuring an exceptional customer support experience.

The Helpdesk Lead works closely with Helpdesk Technicians, Technical Support Specialists, Systems Engineers, and leadership to ensure service requests are resolved efficiently, service levels are consistently met, and recurring issues are identified and addressed through process improvements, automation, and technical solutions.

This position combines hands-on technical expertise with operational leadership. The successful candidate will monitor service desk performance, report on SLA’s and helpdesk status’s, mentor and coach junior helpdesk technicians, maintain technical documentation and knowledgebase articles, and drive continuous improvement initiatives that enhance service quality and operational efficiency.

As Business Technology Partners continues to expand nationally, this position offers a defined career path into Helpdesk Manager, Service Delivery Manager, or other IT leadership roles for individuals who demonstrate strong technical expertise, leadership, and a commitment to customer success.

Nice-to-Haves

• Certifications such as ITIL, Microsoft 365 Certified, Azure Administrator, or A+
• Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools, * Support daily Service Desk execution under the direction of the Service Delivery Manager, helping ensure work is handled consistently, and service commitments are met.
• Monitor workflow, SLA risk, ticket assignment, queue health, routing, coding accuracy, and KPI exceptions to support timely corrective action.
• Review technician workload, utilization, ticket handling patterns, escalation activity, and productivity trends; provide coaching or escalation recommendations as needed.
• Provide operational reporting inputs, including ticket trends, SLA risk, workload patterns, escalation activity, staffing observations, and service quality indicators.
• Support billing service quality by helping validate ticket accuracy, service categorization, documentation quality, and other Service Desk inputs that affect accurate billing.

Delivering High-Quality Services

• Coordinate with the Director of Services on dispatch scheduling, on-site support needs, field workload visibility, and coverage adjustments.
• Monitor daily Service Desk performance against SLA targets, queue health, customer impact, and operational priorities.
• Identify current or upcoming SLA misses, queue aging issues, escalation risks, and service delivery exceptions; coordinate timely follow-up with the appropriate team members.
• Make tactical day-to-day decisions that support SLA compliance, customer communication, ticket movement, and effective use of available Service Desk resources.
• Review Level 1 and Level 2 escalations for justification, documentation, troubleshooting effort, resolution guidance, and adherence to Service Desk expectations.
• Support ticket quality assurance by reviewing documentation, coding, routing, escalation notes, resolution details, and SOP adherence.
• Support major incident response by coordinating Service Desk activity, tracking customer-impacting issues, assisting with communications, and contributing to post-incident review inputs.
• Identify repeat issues, process gaps, training needs, and practical improvement opportunities based on performance data and customer feedback.

Supporting Client Experience

• Monitor customer feedback from CSAT surveys, phone audits, escalations, service reviews, and other channels to identify trends, risks, and improvement opportunities.
• Participate in scheduled client touchpoints as needed to provide ticket-related feedback, escalation updates, service observations, and operational input.
• Support Service Desk readiness during new client onboarding, including workflow setup, escalation paths, documentation review, support expectations, and transition support.
• Communicate escalated issues to clients by keeping them informed of progress, agreed-upon outages or changes, and clear next steps during active service issues.
• Work with management, the Service Delivery Manager, and the Support Coordinator to communicate customer issues and help develop practical follow-up actions.
• Perform client follow-up on Service Desk issues to verify resolution, confirm satisfaction where appropriate, and identify remaining service concerns.

Leading and Developing the Team

• Provide day-to-day leadership, direction, and coaching to Service Desk team members, helping them stay focused, supported, and aligned with service expectations.
• Provide technical coaching through real service situations, helping Level 1 and Level 2 team members improve troubleshooting, documentation, customer communication, and independent problem solving.
• Participate in performance management by providing operational observations, coaching notes, productivity trends, ticket quality findings, and development recommendations.
• Coordinate with Service Delivery, IT Operations, Support Coordination, and Business Operations to provide SOP training at hire, when procedures change, and during scheduled refreshers.
• Document internal Service Desk processes, support procedures, escalation paths, and operational workflows related to assigned duties.
• Support resource planning by identifying staffing needs, skill gaps, interview feedback, onboarding needs, training opportunities, and certification planning for Service Desk staff. Knowledge, Skills, and Qualification Requirements
• Understand and consistently act in accordance with BTP core values., This job description is not all-inclusive. The employee may be required to perform other related duties as requested to meet the needs of the organization.

• Proven experience in Leading and managing ticket triage, alert response, or NOC-style environments
• Experience with AutoTask, ConnectWise Manager, or similar PSA/RMM platforms
• Be customer service driven
• Detailed Oriented
• Team Player

About You

• 4+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting
• Proven experience in support escalation, mentoring junior helpdesk technicians, and handling complex troubleshooting
• Proficiency with enterprise level PSA’s, RMM’s, Microsoft 365, Azure, and related cloud/hybrid infrastructure
• Strong communication and leadership skills, with a customer-first approach
• Highly organized with attention to ticketing detail, documentation standards, and team coordination.
• Experienced in creating and managing SOP’s for a Managed Services IT helpdesk., * Associates degree or equivalent professional experience preferred.
• 4+ years of IT support experience, with proven experience leading, mentoring, or coordinating service desk work.
• Experience with MSP tools and platforms such as Autotask, Datto RMM, documentation systems, remote support tools, and Microsoft technologies.
• Strong technical troubleshooting, documentation, coaching, communication, and relationship-building skills.
• Ability to manage competing priorities in a fast-paced service environment while maintaining attention to detail.
• Strong problem-solving, conflict resolution, time management, and organizational skills.

Working Conditions

The majority of work will be performed from BTP Technology headquarters in Sumter, SC. The role may require lifting, carrying, or repositioning technology equipment up to 50 lbs. Most work hours will be spent sitting at a computer using standard office equipment., * Associate (Required)

Experience:

• Help desk: 4 years (Required)

License/Certification:

• CompTIA A+ (Preferred)
• ITIL Certification (Preferred)

401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance, At BTP, we invest in both our clients and our employees. We foster a collaborative, high-performance culture where continuous learning, professional development, and career advancement are encouraged. Our team members enjoy competitive compensation, comprehensive benefits, and the opportunity to work alongside talented professionals dedicated to delivering excellence., * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Business Technology Partners, LLC (BTP) is a leading provider of Managed IT Services and Cybersecurity solutions supporting organizations across the United States. We believe technology should be a catalyst for business growth-not a barrier. Our mission is to become a trusted strategic partner by delivering exceptional service, innovative technology solutions, and measurable business value.