Leads daily IT help desk operations and manages service desk staff, ticket queues, escalations, schedules, SLAs, KPIs, client communications, and performance improvement. The role coaches employees, maintains procedures and documentation, coordinates major incidents, ensures service coverage, and partners with leadership on hiring and staffing. It requires strong technical judgment, people-management experience, ConnectWise PSA expertise, and familiarity with Microsoft 365, Windows, endpoint support, networking, identity management, and MSP tools.

The Support Engineer Level 1 will provide technical support to clients, troubleshoot issues, install software and hardware, document activities, and collaborate with teams.

Provide Level 2 escalation support for US-based customers: administer Windows server and network infrastructure, manage Office 365/Azure services, troubleshoot hardware/software and backups, collaborate on cloud and migration projects, participate in on-call rotation, document procedures, and support security best practices.