Service Desk Team Lead

Our client is seeking a hands-on technical leader to oversee a team of approximately five IT technicians while serving as the final escalation point before issues are routed to Tier 3 Engineering. This role combines team leadership, client support, and advanced technical troubleshooting in a fast-paced Managed Services environment. The ideal candidate will have strong experience with Microsoft 365, Azure AD/Active Directory, Windows Server administration, networking, and customer support. They should be comfortable troubleshooting complex hardware, software, and network issues, including firewalls, switches, wireless access points, and flat network environments. Candidates with MSP experience are highly preferred, as the role requires managing multiple client environments, prioritizing service requests, and delivering exceptional customer service. From a leadership perspective, this individual will mentor and develop technicians, oversee daily team operations, manage ticket assignments and escalations, monitor team performance, and serve as a key liaison between technicians, clients, account managers, and leadership. Our client regularly develops technicians from Tier 1 into Tier 2 roles through training and certifications, making coaching and team development an important aspect of the position. Preferred Backgrounds: MSP (Managed Service Provider) experience Healthcare industry experience Retail or customer service-focused environments Previous team lead, supervisor, or mentorship experience Key Technologies: Microsoft 365 / Office 365 Azure AD / Active Directory Windows Server Basic Networking familiarity (Firewalls, Switches, Wireless Access Points) Hardware & Software Troubleshooting Ticketing Systems & Escalation Management Work Arrangement: Hybrid schedule after 90 days (2 days onsite, 3 days remote Job Type & Location This is a Permanent position based out of Cockeysville, MD. Pay and Benefits The pay range for this position is $65000.00 - $75000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Cockeysville,MD. Application Deadline This position is anticipated to close on Aug 29, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.