Technical Support Lead for Service Desk at MSP

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Free uniforms

Health insurance

Paid time off

Training & development

Vision insurance

This is an IN-PERSON role for our Bingham Farms, MI office.

Were looking for a skilled and motivated technician ready to take ownership of escalated issues, mentor others, and help drive service excellence. This role is ideal for someone who thrives on solving tough problems, improving processes, and keeping clients happy.

About the Role

Youll act as the technical lead for our Service Desk, spending most of your time in the office supporting the team with escalations, closing tickets, and maintaining service quality. Youll collaborate closely with the Service Desk Manager to meet KPIs, streamline workflows, and ensure an exceptional client experience.

Huntington Technology is a Managed IT Services Provider focused on people as much as technology. Our clients depend on us for fast, reliable, and professional support across desktops, servers, and networks.

Core Responsibilities

• Serve as the primary escalation point for complex technical issues.
• Provide advanced troubleshooting and resolution for Windows workstations, O365, and network environments.
• Support end users remotely and occasionally on-site across small to mid-sized businesses.
• Assist with daily ticket management, SLA adherence, and queue health.
• Mentor junior technicians and reinforce best practices in documentation, communication, and client care.
• Identify recurring issues and recommend proactive solutions or process improvements.
• Maintain clear, detailed documentation in PSA and RMM tools.
• Collaborate with the Service Desk Manager to hit performance targets and improve service delivery.

Required Skills & Experience

• Bachelor's degree is preferred
• 5+ years of hands-on IT support, ideally within an MSP environment.
• Strong knowledge of Windows 10 / 11, Microsoft 365, Active Directory, and common SMB applications (QuickBooks, Adobe Acrobat, Office applications, etc.).
• Familiarity with networking fundamentals (TCP / IP, VPNs, firewalls).
• Demonstrated experience with escalation handling, ticket management, and mentoring peers.
• Excellent troubleshooting, time management, and communication skills.
• Working knowledge of RMM / PSA tools (Datto RMM, Autotask, ITGlue) is a plus.
• Certifications such as CompTIA A+ / N+, Microsoft, or equivalent experience also a plus.

What We Value

• A strong sense of ownership and urgency.
• A commitment to customer satisfaction and reliability.
• A continuous learning mindset and willingness to lead by example.