Service Team Lead / Manager

Key Responsibilities

Team Management (BAU)

• Own daily rostering and workload balancing across the Service Desk Team
• Manage shift coverage to meet our response and resolution SLAs
• Drive queue health and dispatch strategy across our PSA platform — real-time visibility into load, bottlenecks, and technician capacity, with the judgment to rebalance before an SLA is at risk, not after
• Run regular standups and 1:1s to track workload, blockers, and morale

Mentoring & Development

• Lead technical uplift for the Service Desk Team — structured coaching, not just answering questions when asked
• Build and track individual development plans and career progression paths toward Level 2/3
• Deliver or coordinate internal training sessions on new tools, ticket handling standards, and technical fundamentals
• Own onboarding for new Service Desk Team hires

Escalation Point

• Act as the primary escalation for challenging client situations — technical dead-ends, frustrated clients, SLA breaches at risk
• Use technical grounding across the Microsoft stack, 3CX, and core RMM/PSA tools to unblock engineers stuck on Level 1/2 issues
• De-escalate client frustration with calm, direct communication, and drive tickets to genuinely permanent fixes, not band-aids

Process Excellence

• Enforce ISO 27001-aligned operational standards, including Clear Desk/Clear Screen policy compliance across the team
• Maintain ITIL-aligned workflows for incident, problem, and change handling at the service desk level
• Own root-cause analysis on recurring issues and turn it into permanent process or technical fixes — this is the core of the role, not a side task
• Report on team performance against SLA and quality metrics to leadership

Client Advocacy

• Protect our client retention by spotting service trends before they become complaints
• Feed recurring client pain points back to CSMs and leadership with concrete recommendations, not just flags
• Represent the service desk's voice in cross-team discussions on client health

About You

Core Requirements

• 3+ years in an MSP environment, with at least 1-2 years in a team lead, senior engineer, or supervisory capacity
• Solid Level 1/2 technical background across the Microsoft stack (M365, Azure), 3CX or similar VoIP platforms, and modern PSA/RMM tooling
• Proven ability to build and manage a roster, balance workload, and hit SLA targets under real pressure
• A track record of fixing the cause, not just the symptom — you can point to a process or system you changed because you were tired of seeing the same ticket
• High emotional intelligence — genuinely calm under pressure, not just able to say so in an interview
• Strong written and verbal communication for client-facing escalations

Nice to Have

• Experience mentoring engineers from Level 1 to Level 2/3
• Exposure to ISO 27001 or similar compliance frameworks in an operational (not just policy) context
• Experience managing or working alongside distributed/multi-site teams
• ITIL Foundation certification

What We Offer

Compensation & Growth

• Competitive salary with clear progression criteria
• Company support for personal development that aligns with company goals
• Direct mentoring from senior leadership on people management and service operations
• Defined career path toward senior service delivery leadership

Work Environment

• Hybrid-friendly role, with an expectation of office presence to keep operations running smoothly
• Enterprise-grade PSA/RMM tooling and a service desk built for accountability, not chaos
• Autonomy to run your team your way, within Epic IT's operational standards

The Team

• You'll lead our Service Desk Team, working alongside CSMs, Solutions Architects, and Epic IT's leadership team
• Join a culture that values quality work and long-term client relationships over ticket-clearing speed for its own sake

What This Role Isn't

• This isn't a senior helpdesk job — you're leading a team, not just working the queue yourself
• Not a hands-off management role — you'll be in the trenches on escalations when it counts
• Not a "set and forget" roster job — you're actively managing workload and coaching daily
• Not for someone who's satisfied identifying what's wrong — this role exists to fix what's wrong, permanently