MSP | IT Service Desk Lead (L3/L2)

This is a hands-on technical IT position, not a customer service or call center role. You will resolve escalated tickets, support infrastructure projects, and configure MSP tooling daily. If you are not comfortable working inside Microsoft 365, servers, and networks, this is not the right fit. About Us We are a growing Managed Service Provider (MSP) serving engineering firms. We run a modern MSP stack and a 24/7/365 L1 help desk. We need an experienced L2 or L3 technician to serve as our Service Desk Lead and primary escalation point. The Role Type: Contract to hire. We are looking for someone who wants to grow into a permanent leadership role as we scale. Hours: Set daily working hours during EST (Eastern Time, US) are required. This is non-negotiable due to our response time commitments. Commitment: 40 hours per week preferred. 30 hours works too. 20 hours per week minimum. Start: As soon as possible. Interviews: You will interview with the President and CTO before any commitment is made. What You Will Do Primary escalation point for our 24/7/365 help desk: Take escalations from the L1 help desk and drive them to resolution Communicate clearly with customers by phone and email Provide recommended solutions and root cause analysis Document SOPs for recurring issues Hit our KPIs consistently (see below) Support the CTO on project delivery: Email migrations Server migrations SharePoint migration and development Infrastructure and network upgrades Client assessments Support the CTO on new client onboardings: Install our core stack: RMM/PSA, EDR/MDR, IT documentation platform, M365/Google Workspace, backup and BCDR, email security, remote access, security awareness training, password management, DNS and web security, M365 management tooling Configure the stack per client needs Identify onboarding roadblocks and communicate recommended next steps Validate completeness with reporting Bonus (not required): Technical support experience with engineering applications like Revit, AutoCAD, or Bluebeam. Who You Are Highly motivated. This is our #1 criteria. We want someone eager to take on more responsibility over time, including leading the entire service desk as we grow. Not someone looking to coast. Highly flexible. The role mixes service desk management, project support, and ticket resolution. We are a startup environment, so no task is above or beneath anyone on the team. Independent. We will train you on our stack, but you need to be assertive enough to lead from there. A documenter. You must be willing to write down ticket resolution steps and SOPs. A clear communicator. Strong spoken and written English. You will be on the phone and in email with customers daily. KPIs You Will Own Initial customer response time: ~30 minutes Follow-on customer response times: ~30 minutes CSAT via customer satisfaction surveys (currently at 100%) Supporting the CTO in completing client onboardings within 30 days and delivering projects on schedule