MSP: IT Service Delivery Team Lead - L1

SUMMARY:
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POSITION INFO:
Are you a hands-on IT professional who enjoys leading a team, solving technical challenges, and delivering excellent user support? We’re looking for an IT Service Delivery Team Lead – L1 to lead our L1 Service Desk team, ensuring efficient incident and service request resolution while maintaining strong SLA, ITIL and service delivery standards. 🔹 Key Responsibilities: Lead, coach and support L1 Service Desk Analysts Troubleshoot hardware, software, Windows, Microsoft 365 and user-access issues Manage incidents, service requests, escalations and ticket queues Support Active Directory\/Entra ID, MFA and account administration Troubleshoot VPN, Wi-Fi, LAN, DNS and connectivity issues Manage workstation builds, software installations and device configuration Support onboarding\/offboarding and IT asset management Monitor SLA performance, response times and ticket backlogs Provide remote technical support and escalate complex issues to L2\/L3 Maintain knowledge articles and technical documentation Identify recurring incidents and contribute to continual service improvement Collaborate with infrastructure, network, security and application teams What we’re looking for: A technically strong and customer-focused IT professional with proven L1 Service Desk experience, leadership capability, strong troubleshooting skills and a solid understanding of ITIL and IT service management processes