Service Desk Manager/ Level II Support Technician

Title:  Service Desk Manager / Level II Support Technician 

Position Overview: 

Image Systems & Business Solutions (ISBS) is seeking a Service Desk Manager / Level II Support Technician who thrives in a dual role as both “player” and “coach.” This individual will lead by example, working directly on complex issues while mentoring and guiding the Support team. They must bring a blend of hands-on technical skill, leadership abilities, and a strong customer focus. This role is essential to building a reliable, high-performing service desk, focused on delivering exceptional service for our clients. 

The ideal candidate is driven, reliable, organized, and technically strong, with expertise in Autotask, Microsoft Cloud solutions, and customer service. They understand MSP operations and excel at balancing team management with direct technical support responsibilities. 

Key Responsibilities: 

Service Desk Leadership: 

• Act as the primary escalation point for technical issues, setting a high standard for issue resolution and customer service. 
• Coach and mentor Level I technicians, providing guidance on troubleshooting, ticket management, and client communication. 
• Lead by example, resolving complex technical issues while fostering a supportive, learning-focused environment. 
• Oversee ticketing workflow in Autotask, ensuring proper prioritization, documentation, and adherence to SLAs. 

Hands-On Technical Support (Player): 

• Deliver Level II support, troubleshooting and resolving issues with client technology environments 
• Solve problems based in the Microsoft Cloud suite (Microsoft 365, SharePoint, Exchange, Teams). 
• Handle escalated issues across a range of IT environments, including desktop, network, and application support, in alignment with industry best practices. 
• Configure, monitor, and troubleshoot client backup solutions to ensure reliable data protection and restoration for clients. 

Client Relationship Management: 

• Serve as a trusted point of contact for clients, providing clear and consistent communication regarding issue resolution and service updates. 
• Conduct regular check-ins with key clients to ensure satisfaction, proactively identifying any needs or improvement opportunities. 
• Assist in educating clients on technology use, security best practices, and system optimization for greater IT efficiency. 

Process Improvement and Documentation: 

• Develop and implement service desk processes to improve efficiency, client satisfaction, and internal workflow. 
• Create and maintain documentation in Autotask, including troubleshooting steps, issue resolution paths, and SOPs. 
• Identify opportunities to optimize tools and workflows, making the service desk more scalable as the business grows. 

Required Skills and Qualifications

Technical Skills: 

• Proficiency with Autotask PSA for ticket management, documentation, and SLA tracking. 
• Strong knowledge of Microsoft Cloud services (Microsoft 365, SharePoint, Exchange, Teams) and their implementation within SMB environments. 
• In-depth experience with different types of network configurations including monitoring and troubleshooting. 
• Solid understanding of MSP operations, SLAs, multi-client service requirements, and escalation processes. 

Certifications: 

• CompTIA A , Network , or Security  
• Microsoft 365 Certified: Fundamentals or Modern Desktop Administrator Associate 
• Microsoft Certified: Azure Fundamentals or higher 
• Datto Certified Advanced Technician (DCAT) is highly desirable. 

Soft Skills: 

• Excellent organizational and time management skills, with the ability to balance direct client work and team leadership. 
• Strong interpersonal and communication skills, with a client-centric mindset and a commitment to quality. 
• Proven track record of reliability, responsibility, and proactive problem-solving. 
• Ability to adapt to a dynamic startup environment and to manage multiple responsibilities with accountability. 

Benefits: 

• Competitive salary  
• Health, dental, and vision benefits 
• Opportunities for professional development and certification support 
• A collaborative and supportive fast-paced environment with room for growth

If you’re a skilled technician who is ready to help build out and support the future of our growing business, we’d love to meet you. Join our team and play a crucial role in shaping a best-in-class service desk for our clients!