CrawlJobs Logo

Tier 2 - Service Desk Team Lead

techimpact.org Logo

Tech Impact

Location Icon

Location:
United States

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

Be a part of a fast-paced, growing team that provides a solid work-life balance helping our nonprofit clients. Our team of mission-focused tech professionals is passionate about moving the social sector forward with transformative applications of technology. As a Service Desk Team Lead, you will be responsible for overseeing the day-to-day activities of a team of Tier 2 Service Desk Engineers. The Team Lead will serve as the communication link between their team and the Director of Support Services.

Job Responsibility:

  • Handle the training of new Tier 2 Service Desk Engineers
  • Assist Tier 2 Service Desk Engineers in managing their workload
  • Ensure call and email queues are being monitored appropriately
  • Mentor, coach, motivate Tier 2 Service Desk Engineers
  • Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
  • Serve as a technical resource for your team
  • Review metrics to help ensure we are hitting targets
  • Work with Director of Support Services to implement new Service Desk processes as they are announced
  • Take disciplinary action as needed
  • Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers
  • Complete monthly reports on team metrics
  • Conduct annual evaluations for Tier 2 Service Desk Engineers
  • Provide end user technical support to clients as needed
  • Escalate issues quickly and efficiently to minimize disruption
  • Respond to customer issues and challenges such as escalated cases and survey responses
  • Maintain strong customer service skills when dealing with clients, vendors and other Tech Impact partners
  • Advise Account Management of client support or recurring technical issues
  • Advise the Director of Support Services of client support or technical issues for all clients

Requirements:

  • Three to five years of Service Desk experience required
  • Supervisory experience preferred
  • Experience working with network infrastructure such as servers, firewalls, switches, etc. required
  • Advanced Azure/M365 experience strongly preferred
  • MSP experience is a plus
  • Strong organizational skills and ability to work independently
  • Excellent verbal and written communications skills
  • Strong customer service skills
  • Work well independently and within a team environment
  • Manage multiple projects simultaneously with tight deadlines
  • Frequent exposure to new and challenging problems
  • Excellent troubleshooting techniques
  • Ability to manage customer expectations and deliver the highest quality customer service
  • Ability to translate technical information to non-technical users
  • Strong attention to detail
  • Flexible, able to multi-task, and enjoy working in a diverse, results-oriented workplace
  • Passion about the job and a little sense of humor

Nice to have:

  • Supervisory experience preferred
  • Advanced Azure/M365 experience strongly preferred
  • MSP experience is a plus

Additional Information:

Job Posted:
January 09, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Tech Impact - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Tier 2 - Service Desk Team Lead

Help Desk- Tier II

Location: Alexandria, VA Monday-Friday from 7:00am-5:00pm EST; Years’ Experience...
Location
Location
United States , Alexandria
Salary
Salary:
Not provided
sparibis.com Logo
Sparibis
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Must be able to obtain and maintain a Public Trust security clearance
  • 3+ years professional experience providing Tier 2 Help Desk experience
  • Bachelor’s degree in information technology or equivalent experience
  • Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution
  • Microsoft Teams Administrator Associate certification preferred
  • Experienced integrating UCC tools with Microsoft 365 and network systems
  • Experience supporting Microsoft 365 applications (Teams, VoIP)
  • Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
  • Experience with digital signage and UCC integrations
  • Must have experience coordinating A/V setup for events and board meetings
Job Responsibility
Job Responsibility
  • Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems
  • Leads architecture and support of unified communications (UCC) platforms and integrations
  • Will be responsible for integrating UCC tools with Microsoft 365 and network systems
  • Respond to ServiceNow tickets for workstation issues
  • Support Microsoft 365 applications (Teams, VoIP)
  • Support Teams meetings, webinars, and VoIP devices
  • Design and manage Teams Phone and VoIP infrastructure
  • Coordinate audio/visual setup for events and board meetings
  • Support digital signage and Teams Room devices
  • Manage endpoint provisioning using Intune
  • Fulltime
Read More
Arrow Right
New

Service Support Specialist II

The Service Support Specialist II is a mid-level professional responsible for ad...
Location
Location
United Kingdom , Salford
Salary
Salary:
27000.00 - 30000.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms)
  • Strong understanding of IT Service Management (ITSM) processes
  • Exceptional incident management and communication skills
  • Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics
  • Training, academic coursework on computer hardware, operating systems, and computer network functionality
  • 2-4 years of IT support experience, with service desk/desktop support (required)
  • High School Diploma/GED required
  • Associate degree in IT/related field (preferred)
Job Responsibility
Job Responsibility
  • Lead incident coordination for major or widespread service disruptions
  • Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform)
  • Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis
  • Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance
  • Manage and tune proactive monitoring alerts for major IT solutions
  • Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates
  • Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams
What we offer
What we offer
  • Secure reserved car parking space and excellent transport links
  • 31 days holidays per year including 8 bank holidays
  • Healthcare Scheme
  • Company pension plan
  • Life Assurance
  • Salary Sacrifice Schemes
  • Various discounts and other incentives
  • Fulltime
Read More
Arrow Right

1st Line IT Helpdesk

The Service Support Specialist II is a mid-level professional responsible for ad...
Location
Location
United Kingdom , Salford
Salary
Salary:
27000.00 - 30000.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2- 4 years of IT support experience, with service desk/desktop support (required)
  • High School Diploma/GED required
  • Associate degree in IT/related field (preferred)
  • Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms)
  • Strong understanding of IT Service Management (ITSM) processes
  • Exceptional incident management and communication skills
  • Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics
  • Training, academic coursework on computer hardware, operating systems, and computer network functionality
  • Microsoft Certified: Modern Desktop Administrator Associate, or equivalent is highly desired
Job Responsibility
Job Responsibility
  • Lead incident coordination for major or widespread service disruptions
  • Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform)
  • Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis
  • Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance
  • Manage and tune proactive monitoring alerts for major IT solutions
  • Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates
  • Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams
What we offer
What we offer
  • Secure reserved car parking space and excellent transport links
  • 31 days holidays per year including 8 bank holidays
  • Healthcare Scheme
  • Company pension plan
  • Life Assurance
  • Salary Sacrifice Schemes
  • Various discounts and other incentives
  • Fulltime
Read More
Arrow Right

People Experience Associate Specialist

The primary role of the People Experience Associate Specialist is to provide Peo...
Location
Location
Malaysia , Kuala Lumpur
Salary
Salary:
Not provided
resmed.com Logo
ResMed
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2-3 years of related experience in HR support role (ie: HR Help Desk / HR Ticketing / HR Tier 1 etc)
  • Experience in Workday or other HR Systems
  • A strong sense of business ethics and integrity including the ability to appropriately handle confidential information
  • Ability to learn quickly and understand HR activities and processes
  • Strong desire to step out of comfort zone to take stretch assignments to lead and improve self and others
  • Strong customer experience focus
  • Excellent written and verbal communication skills
  • Excited and enthusiastic to learn, and by the opportunities new challenges provide
  • Desire to work in a high caliber team and strive for exceptionally high-quality service delivery
  • Excellent computer proficiency (e.g. MS Office – Word, Excel and Outlook)
Job Responsibility
Job Responsibility
  • Provide quicker responses and resolution for routine requests received through global case management portal
  • Act as an escalation point for the People Experience Associate team
  • Ensure daily Employee Life Cycle administration support (onboarding, offboarding, internal transfers, employment contract management) are completed within SLA
  • Break down complex requests
  • Work closely with Subject Matter Experts to manage case assignments
  • Drive accuracy and completeness of data in the system
  • Leverage system reports to solve problems
  • Partner with People Experience Specialists
  • Promote usage of self-service
  • Review and update internal reference materials (SOPs, articles)
  • Fulltime
Read More
Arrow Right
New

Seasonal team member

Longleat is seeking enthusiastic and customer focused Seasonal Team Members to j...
Location
Location
United Kingdom , Longleat
Salary
Salary:
10.30 - 12.21 GBP / Hour
longleat.co.uk Logo
Longleat Enterprises Limited
Expiration Date
March 08, 2026
Flip Icon
Requirements
Requirements
  • A passion for delivering a great guest experience and willing to go out of your way to do so
  • Good team player with excellent interpersonal skills
  • Ability to remain calm and efficient under pressure
  • Excellent communication skills with a confident and friendly nature
  • Be honest, reliable and committed, and enjoy responsibility and exceeding expectations
  • You must be aged 16 or over, and above school leaving age to apply for this role
  • For Attractions Team Member role: applicants must be aged 18 or over
  • For Guest Experience Team Member role: Experience in a customer service environment is required
Job Responsibility
Job Responsibility
  • Food and Beverage Team Member: Delivering outstanding service at varied food outlets
  • Attractions Team Member: Supporting animal team with giraffe feeding, marshalling seasonal events, ensuring guest safety on rides
  • Retail Team Member: Engaging with guests, helping pick souvenirs, serving on till
  • Cleansing Team Member: Ensuring the park remains clean and presentable, focusing on guest toilet blocks
  • Ranger: Providing a clean and presentable environment, waste disposal, traffic management
  • Guest Experience Team Member: Welcoming guests at arrivals booths, resolving enquiries, meeting VIP guests, responding to questions via email, social media, or telephone
What we offer
What we offer
  • 29 days holiday inclusive of bank holidays, rising to 31 days at 5 years’ service
  • Unlimited free entry to Longleat for our employees
  • Complimentary tickets to Longleat and Cheddar Gorge and Caves, 18 per annum pro rata
  • 50% off Membership for Friends and Family
  • Discounts on food and beverages and retail merchandise
  • Discounts on VIP Experiences and Accommodation
  • Discretionary bonus scheme
  • Employee Assistance Programme
  • Employer contributory pension scheme
  • Life assurance scheme
  • Fulltime
Read More
Arrow Right
New

Planermill Supervisor

You are a natural leader with the proven ability to adapt and remain flexible in...
Location
Location
United States , El Dorado
Salary
Salary:
Not provided
canfor.com Logo
Canfor
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 3-5 years of supervisory experience in an industrial environment
  • Working knowledge of web-based computer applications and Microsoft Office
  • Grade 12 or equivalent
  • Valid driver's license
Job Responsibility
Job Responsibility
  • Maintain the highest safety standards, ensuring compliance with all policies, procedures, practices, and OSHA regulations
  • Address unsafe conditions promptly and proactively
  • Identify opportunities to improve processes and reduce costs while safely meeting production targets
  • Coach, train, and support team members to maximize performance
  • Foster open communication and engage employees for input into work processes and systems
  • Ensure timely implementation of key corporate and operational initiatives, and assist in equipment troubleshooting
  • Maintain and monitor production goals
  • Work with other departments to achieve operational goals
  • Fulltime
Read More
Arrow Right
New

Customer Service Representative

As a Customer Service Representative, you will embark in a 12- week training pro...
Location
Location
United States , Mt Sterling
Salary
Salary:
17.15 - 25.73 USD / Hour
dotfoods.com Logo
Dot Foods
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Diploma
  • Excellent verbal and written communication skills
  • Proficient in Microsoft programs such as Office, Word, and Excel
  • Ability to process a high volume of request (email/phone) at a fast, accurate pace
Job Responsibility
Job Responsibility
  • Manage customer questions and requests by providing appropriate solutions, ensuring timely and accurate response and resolution
  • Act as the liaison between the customer and multiple internal departments, including Replenishment, Pricing, Accounts Receivable, and Transportation
  • Process customer orders to ensure internal order deadlines are completed on time
  • Go above and beyond to meet customer needs, including appropriate use of empathy
  • Work closely with a team to include, outside sales, regional teammates, and internal customers
  • Applies lean thinking and tools to identify and eliminate waste in all areas of the position
What we offer
What we offer
  • Significant advancement opportunities
  • Potential to work from home after 1 year
  • Fulltime
Read More
Arrow Right
New

Seasonal forestry opportunity

Every year, Canfor hires numerous Forestry Field Assistants to join us in term p...
Location
Location
Canada , Prince George
Salary
Salary:
47600.00 - 68000.00 / Year
canfor.com Logo
Canfor
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Current or past enrollment in a forestry or natural resources management program, and/or forestry work experience
  • Excellent communication skills and an ability to perform physically demanding fieldwork in a team environment
  • A valid Class 5 Driver’s License
Job Responsibility
Job Responsibility
  • Timber stratification and preliminary feature identification using Lidar data and imagery
  • Road and cutblock layout
  • Site level plans and ecosystem data collection
  • Operational cruising
  • Field information mapping stream and riparian assessments
  • Supervision of planting, vegetation management, and site preparation activities to ensure compliance with safety, environmental, and quality standards
  • Completion of post-harvest prescriptions and regeneration surveys
  • Updating key Silviculture databases following completion of activities
  • Conducting both field and office activities which relate to Planning
  • Conducting field surveys and assessments to support block design and reconnaissance efforts
What we offer
What we offer
  • paid leave
  • health & well-being programs
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy