Help Desk Lead / IT Client Services

Position Summary:

The Help Desk Lead / IT Client Services is a hands-on technical leader responsible for delivering end-user support across the organization. This role balances direct ticket resolution with oversight of an outsourced Managed Service Provider (MSP). The ideal candidate combines technical expertise, customer service focus, and vendor management skills to resolve escalations, standardize processes, and continuously improve the employee technology experience.

Keys:

1. Extensive experience working as a "hands-on" Help Desk Lead
2. Somebody who can write technical documentation

Responsibilities:

Hands-On Technical Support

• Serve as the senior help desk escalation point, directly troubleshooting and resolving complex issues across hardware, software, networking, Microsoft 365, Teams, mobile devices, and SaaS applications.
• Provide high-touch desk-side, remote, and executive-level IT support.
• Build, configure, and deploy end-user systems and hardware.
• Participate in on-call rotation schedules for critical incident escalations.

Help Desk Operations & MSP Management

• Oversee day-to-day help desk operations, monitoring ticket queues to ensure strict SLA compliance.
• Route and assign tickets effectively between internal resources and the external MSP.
• Manage MSP performance, holding vendors accountable for service quality, response times, and contract deliverables through recurring operational reviews.

Documentation & Knowledge Management

• Develop, maintain, and audit Standard Operating Procedures (SOPs), knowledge base articles, and system runbooks for both internal staff and MSP use.
• Document core operational workflows, including user onboarding/offboarding, hardware deployment, account management, and software provisioning.
• Partner with infrastructure and security teams to capture operational processes, ensuring critical knowledge is retained internally rather than solely with third-party providers.

Service Excellence & Continuous Improvement

• Analyze ticket trends to identify recurring issues, root causes, and opportunities for automation or process optimization.
• Drive initiatives to shift routine ticket capacity to the MSP and improve overall first-contact resolution rates.
• Communicate transparently with business units during outages, service interruptions, and planned maintenance.

Requirements & Experience:

Core Platforms - Advanced administration of Microsoft 365, Active Directory, and Entra ID.

Endpoint Management - Hands-on experience with Microsoft Intune, Autopilot, and Group Policy management.

Hardware & AV - Proficiency configuring laptops, mobile devices, network printers, and conference room systems.

Network & Infrastructure - Functional knowledge of Azure environments, VPN connectivity, and SaaS application support.

Vendor Operations - Proven track record working within or managing an outsourced/hybrid IT support model.

Key Success Metrics

• Direct Support Output: Consistently resolves a high volume of escalated and complex support tickets.
• SLA Performance: Maintains MSP SLA compliance at or above 95%.
• User Satisfaction: Achieves and sustains CSAT scores above agreed organizational targets.
• Operational Efficiency: Reduces aging ticket backlogs and lowers overall support volume through proactive process improvements and clear SOPs.