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Tech Impact Logo Tech Impact · IT - Administration

Tier 2 - Service Desk Team Lead

United States · Job Posted January 09, 2026
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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
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