MSP Supervisor

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 quality.
• Scheduling & Resource Management: Manage shifts, workload distribution, and ensure adequate coverage.
• Compliance & Policy Enforcement: Ensure adherence to IT security policies, helpdesk protocols, and company guidelines.
• Performance Monitoring: Track KPIs, generate reports, and implement improvement strategies.
• Communication & Coordination: Act as the main liaison between IT management, HR, and the helpdesk team.
• Training & Development: Identify skill gaps, support training initiatives, and onboard new team members.

Technical Requirements

• 3-5 years of IT Helpdesk experience in an MSP environment.
• 1-2 years in a leadership or supervisory role.
• Strong knowledge of IT support processes, ticketing systems, and SLA management.
• Experience with Windows/Mac OS, networking, Active Directory, and cloud services.
• Proficiency in ITSM tools like ServiceNow or ConnectWise.
• Excellent leadership, communication, and problem-solving skills.
• IT certifications (e.g., ITIL, CompTIA A+, Microsoft, Cisco) are a plus