Tier 3 / Help Desk Team Lead (Onsite)

SALARY

$80,000-$85,000 (DOE) with excellent benefits: Medical, dental, holidays, vacation/sick, flexible spending account, and 401K. Commute into Manhattan 5 days a week.

JOB DESCRIPTION

Are you a strong Tier 2 ready to take your IT career to the next level? F8 Consulting, a growing Managed Services Provider (MSP), is looking for a Tier 3/Help Desk Team Lead to join our team! This is an exciting opportunity to lead a team of IT Support Engineers, provide top-tier technical support in a fast-paced environment, and work directly with clients to ensure seamless IT operations.

WHY JOIN US?

✔ Lead a talented IT support team in a fast-paced, client-driven MSP environment.
✔ Hands-on technical work while mentoring and developing engineers.
✔ Exposure to diverse technologies across multiple industries.
✔ Opportunities for career growth, certifications, and leadership development.

WHAT YOU WOULD DO

• Team Leadership & Mentorship: Train, develop, and hold IT Support Engineers accountable for performance, on-call responsibilities, and service excellence.
• Technical Support & Escalation: Act as a senior resource for troubleshooting complex IT issues and provide technical guidance to your team.
• Client & Service Management: Ensure client satisfaction by delivering high-quality support, managing ticket resolution, and overseeing documentation.
• Process Improvement: Work with dispatching and management to streamline ticket workflows, resolve bottlenecks, and maintain SLA compliance.
• Reporting & Documentation: Produce daily end-of-day reports, manage ITGlue documentation, and oversee onboarding projects for new clients.

IDEAL CANDIDATE

Strong team player excited by the opportunity to be pivotal in ensuring robust and secure network operations. Soft skills like technical writing and ability to effectively communicate with both technical and non-technical users to explain network issues and solutions are essential.

WHAT YOU NEED TO QUALIFY FOR THE POSITION

Technical Expertise:

• Strong knowledge of cloud-based solutions (e.g. Office 365, Azure (Entra), SharePoint, Google Cloud) and hybrid systems.
• Strong knowledge of network hardware (Switches, Firewalls, WAP's, RAID, etc..) and protocols (TCP/IP).
• Strong knowledge of operating systems. Windows 10, Windows 11, MAC OS, Server 2012/2016/2019/, and some Linux variants (optional).
• Strong knowledge of Office 365 (front and back setup), Google Workspace and Microsoft Office Suites.
• Able to work calmly under pressure.
• Communicates well both verbally and in writing.
• Experienced with CRM Ticketing System (e.g. Kaseya, ConnectWise, ITGlue, etc.).
• RMM experience is required (Datto, N-Able, ConnectWise, NinjaOne, etc.)
• Preferred: MSP Experience

Certifications:

• CompTIA Network , A , Security , Microsoft Certified: MCSA, MCP are highly desirable.

Soft Skills:

• Strong communication skills to interact with stakeholders at all levels.
• Leadership abilities to guide teams and contribute to organizational goals.

Analytical Skills:

• Advanced problem-solving for diagnosing systemic issues and developing innovative solutions.

If you're a motivated IT professional who thrives in leadership, loves problem-solving, and enjoys working in a fast-paced MSP environment, we want to hear from you! Apply now and take the next step in your IT career with F8.

Job Type: Full-time

Pay: $80,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Application Question(s):

• Do you live within 1.5 hours of NYC?
• This role requires deployment experience. Have you ever setup Active Directory, Azure, or Entra?

Experience:

• Help desk: 7 years (Required)

Work Location: Multiple locations

Salary : $80,000 - $85,000