1871 IT & Software Developer jobs in the US
IT Service Desk Lead
$65,000 - 82,000
KW Corporation
Grand River Avenue 601, Fowlerville
$65,000 - 82,000
Requirements
Must:
- Minimum of 3 years of practical experience in a Managed Service Provider (MSP) environment
- In-depth knowledge of Microsoft 365 administration, Active Directory, networking basics, and endpoint management
- Familiarity with PSA/ticketing systems and RMM platforms (experience with Autotask and Datto RMM is a plus)
- Demonstrated ability to troubleshoot complex technical issues across various client environments
- Strong leadership skills with the capability to mentor junior technicians and enhance team performance
- Excellent verbal and written communication skills for effective documentation and coordination with non-technical teams
- Proactive attitude with a strong resolve to address aging alerts and issues promptly
Responsibilities
- Act as the main escalation point for the helpdesk team, tackling advanced technical issues
- Manage and resolve Tier 2/3 tickets requiring intensive troubleshooting and system expertise
- Guide and develop helpdesk staff to boost first-call resolution rates and minimize unnecessary escalations
- Oversee helpdesk operations, workflows, and team performance
- Handle the RMM alert queue, triaging alerts and addressing them to prevent client-facing emergencies
- Monitor security alerts and NOC notifications, responding to automated tickets across the client base
- Distribute and track back-of-house tickets among helpdesk technicians to ensure timely resolutions
- Transition from a reactive approach to proactive service delivery
- Collaborate with other divisions for on-site work, providing clear scopes, details, and scheduling
- Manage the end-to-end handoff process for field operations while confirming successful execution
- Coordinate with division Service Delivery Managers for effective field deployment planning
- Ensure field teams are thoroughly prepared for every assignment to avoid operational hiccups
- Identify and resolve minor issues before they escalate into major problems
- Ensure service level agreements (SLAs) are met and tickets are actively progressing
- Support the establishment and enforcement of consistent service desk processes
Description
At KW Corporation, we are an expanding Managed IT Service Provider delivering a range of IT services and physical security solutions to businesses in our area. We offer a unique opportunity for a Service Desk Team Lead who will be instrumental in enhancing our technical operations, moving from reactive to proactive support. Our company values flexibility, autonomy, and continuous improvement, providing a hybrid work environment and investing in top-tier tools like Autotask and Datto RMM. Join us in shaping a better operational framework and enjoy benefits such as 401(k) matching, health insurance, and paid time off. Located in Fowlerville, MI, we are eager for you to make a significant impact within our organization.
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How many IT Specialist jobs are in the United States?
Currently, there are 1871 IT openings.
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The US is one of the best countries to work as a IT Specialist. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for IT Specialist jobs in the United States?
Paxyl inc., IntouchCX, D3 Security Management Systems, Tactable, KUBRA, VERSA Integrated Solutions, ENSCO, Inc. among others, are currently hiring for IT roles in the United States.
The company with most openings is Jobot as they are hiring for 131 different IT Specialist jobs in the United States. They are probably quite committed to find good IT Specialists.
The company with most openings is Jobot as they are hiring for 131 different IT Specialist jobs in the United States. They are probably quite committed to find good IT Specialists.