Team Lead, Service Desk

Working hours

Service Desk is a 24/7 team and schedules are based on this coverage. 

The shift needed for this position is Monday through Friday 6:00 am to 3:00 pm Mountain.

Location requirements

100% remote, USA – work from home

Who you are

You Know How To:

• Lead and coordinate remote service desk operations to ensure the timely and effective resolution of all user support requests.
• Serve as the primary escalation point for complex or high-priority incidents, assisting team members with guidance and direction.
• Monitor daily workflows, ticket queues, and performance metrics to maintain service quality and compliance with SLAs.
• Oversee remote troubleshooting and resolution of Tier 1 and Tier 2 incidents involving both Windows and macOS environments.
• Provide direction for device management, endpoint configuration, and user support across Microsoft Intune, Addigy, and Jamf platforms.
• Coordinate with escalation and infrastructure teams to ensure root cause analysis, resolution tracking, and prevention of recurring issues.
• Ensure root-cause analysis and preventive measures are documented and communicated effectively.
• Ensure detailed and accurate documentation of all incidents, resolutions, and system configurations within the ITSM platform (e.g., ConnectWise).
• Identify process enhancements that improve service desk efficiency, user satisfaction, and knowledge sharing.
• Standardize procedures for supporting mixed Windows/Mac environments to ensure streamlined support delivery.
• Mentor and support service desk technicians, fostering a culture of collaboration, accountability, and continuous learning in a remote environment.
• Lead knowledge-sharing initiatives to maintain a current, well-organized internal knowledge base.
• Support staff training efforts to enhance overall service quality and consistency.
• Ensure handling of all client data and systems adheres to confidentiality and cybersecurity standards.
• Represent NexusTek with professionalism, clarity, and a strong customer-service focus in all communications and interactions.

 Hands-on experience in the following technologies:

• Experience providing remote support for both Windows and macOS environments, including troubleshooting desktops, laptops, peripherals, and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Proficiency with Addigy or Jamf for Apple device management, policy deployment, and compliance monitoring.
• Strong familiarity with Microsoft Intune for device enrollment, configuration, and compliance across endpoints.
• Experience with user account and access management in Active Directory and Entra ID, including Intune policy administration. 
• Experience with NICE CXone contact center solutions (a plus).
• Proficient with PowerShell for automation, scripting, and systems management tasks.
• Citrix/VDI/virtualization experience, including user session management and remote workspace troubleshooting.
• Proven ability to troubleshoot networking and connectivity issues, including VPN clients (e.g., SonicWall, Meraki, Cisco).
• Experience using ITSM tools such as ConnectWise, ServiceNow, or similar platforms for service tracking and reporting.

One or all of the following certifications is highly desirable:

• CompTIA A+ and Network+
• Microsoft 365 and Windows certifications (e.g., MS-900, MD-102, AZ-900, AZ-800, AZ-801)
• ITIL Foundation (desirable)
• Leadership or management training/certifications (a plus)

Pay and Benefits 

This is a full-time position located in the United States and performed remotely with no travel.   

Estimated Starting Salary/Wage Range: $32 to $35.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptio