Job Summary{{:}

}The MSP Team Lead oversees IT Helpdesk agents, ensuring efficient support operations, compliance with company policies, and optimal team performance. This role requires strong IT support experience, leadership skills, and the ability to drive operational excellence in a Managed Service Provider (MSP) environment

.Key Responsibilities{{:

}
• } Team Leadership{{:}} Supervise, mentor, and guide IT Helpdesk agents to ensure high performance and service qual
i
• ty Scheduling & Resource Management{{:}} Manage shifts, workload distribution, and ensure adequate cove
r
• age Compliance & Policy Enforcement{{:}} Ensure adherence to IT security policies, helpdesk protocols, and company guide
l
• ines Performance Monitoring{{:}} Track KPIs, generate reports, and implement improvement stra
t
• egies Communication & Coordination{{:}} Act as the main liaison between IT management, HR, and the helpde
s
• k team Training & Development{{:}} Identify skill gaps, support training initiatives, and onboard new team

i
• rements 3-5 years of IT Helpdesk experience in an MSP env
i
• ronment 1-2 years in a leadership or supervis
o
• ry role Strong knowledge of IT support processes, ticketing systems, and SLA ma
n
• agement Experience with Windows/Mac OS, networking, Active Directory, and cloud
s
• ervices Proficiency in ITSM tools like ServiceNow or Con
n
• ectWise Excellent leadership, communication, and problem-solvin
g
• skills IT certifications (e.g., ITIL, CompTIA A+, Microsoft, Cisco) ar

Please refer to job description.