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# Helpdesk Lead (MSP)

- **Company:** Fit Culture LLC
- **Location:** Rockville, MD, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Os Ticket, 3-tier Architectures
- **Published:** November 12, 2026
- **Apply:** https://www.thejobnetwork.com/job/ea3152b6-0575-469a-a720-83920ce96f75/helpdesk-lead-msp

## About the Role

This position remains a hands-on support role with a primary focus on ticket resolution, client support, and service delivery. The ideal candidate is resourceful, takes ownership of issues from start to finish, continuously develops their technical skills, and is committed to delivering exceptional service to clients and teammates., * 5+ years of hands-on IT support experience.
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 * MSP experience strongly preferred. Candidates without MSP experience should have significant experience handling Tier 2/Tier 3 Service Desk escalations within a larger, complex IT environment.
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 * Demonstrated ability to troubleshoot advanced technical issues independently.
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 * Experience supporting Microsoft 365 environments.
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 * Prior experience mentoring junior technicians or serving as a senior technical resource within a support organization.
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 * Strong customer service and communication skills.
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 * Ability to manage multiple priorities across multiple client environments.
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 * Strong organizational skills and attention to detail.
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 * Demonstrated ability to learn new technologies and troubleshoot unfamiliar issues through research, critical thinking, and persistence.
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## Description

The Senior Service Desk Technician serves as a hands-on technical leader within the Service Desk and is responsible for resolving advanced support requests, coaching and developing Service Desk technicians, and serving as the primary escalation resource within the Help Desk. This role bridges the gap between frontline support and the Engineering Team by handling more complex technical issues, improving troubleshooting effectiveness, reinforcing service standards, and ensuring that only appropriate issues require engineering involvement., Success in this role is measured not only by individual performance, but by the overall effectiveness, technical capability, and maturity of the Service Desk.