About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Net at Work Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication.  Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.      

The Shift Team Lead is responsible for guaranteeing our clients receive excellent experience during the designated shift. This role will be responsible for all performance metrics of the Service Desk team and will ensure the team is responsive, efficient, and fully utilized for every shift. The Service Desk team is measured by efficiency metrics including First Call Resolution (FCR), Time to Response and Resolution, Service Level Agreements (SLAs) along with other standard metrics. The Shift Team Lead will also be handling tickets daily and assist with escalations before moving to the next level of support. Success in this role is dependent on the Service Desk team’s performance, customer satisfaction, and overall efficiency to meet our customers’ expectations. 

Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills.   Strong familiarity with Managed Services is preferred. 

Job Responsibilities

Coaching / Mentoring  

• Act as a player coach providing regular feedback and improvement opportunities to team members 

• Promote a collaborative environment 

• Support the onboarding of new hires through training, daily check-ins and process review 

• Perform quality assurance checks including listening to recordings, reviewing tickets and ensure team members are following proper workflows 

Client Relationships 

• Utilize situational awareness when working with high profile customers or situations 

• Client contact for scheduling adjustments and engineer statuses in real time. 

• Work with leadership to help communicate any widespread outages with clients and engineering teams when discovered 

Operational 

• Lead team by providing technical and procedural guidance to team members 

• Ensure tickets are completing their lifecycle quickly and efficiently 

• Work closely with other pod team leads and engineers to ensure tickets are being prioritized properly 

• Assist with Incident Management when high impact events occur 

• Assist with taking support phone calls and tickets during high volume events 

• Support the team with triaging and prioritizing incidents and requests 

• Maintain engineer calendars for proper capacity planning 

• Ensure ticketing statuses and boards comply at start, during, and end of shift 

• Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary.  

• Daily review of reporting dashboards for ticket volumes, statuses, and engineer utilization and report to leadership any issues and/or concerns 

• Ensure all KPIs and metrics are meeting goals (FCR, SLAs, Time to Resolution, Average Response Time etc) 

• Support Service Desk Leadership to ensure team is meeting KPI goals 

• Meet with Technical Services Manager weekly to review Service Desk performance 

Documentation  

• Ensure team is submitting daily entry of time within current ticketing platform and keeping tickets updated. 

• Create new and adjust current Standard Operation Procedures to make service desk more efficient 

• Collaborate with leadership team regarding suggestions to improving our processes and workflows 

• Describe the role and team the candidate will be joining

Job Requirements

• 2+ years working within the Managed Services Provider (MSP) field 

• 1+ years mentoring or coaching team members 

• 1-2 years implementing break/fix solutions for workstation and server infrastructure 

• Advanced knowledge of Microsoft Windows and macOS 

• Basic Microsoft Windows Server experience  

• Basic networking knowledge including protocols like TCP/IP, DNS, DHCP and SSLVPN 

• Understanding of client/server relationship regarding networking 

• Knowledge of Active Directory, Entra ID and InTune 

• Advanced troubleshooting skillset pertaining to printers, workstation hardware and other peripherals 

• Basic understanding on how Email protocol works 

• Experience using SaaS and IaaS services including Microsoft 365 and Entra  

• AZ-900 Certification is a plus 

• Familiarity with IAM solutions and concepts, Google Workspace and AV/EDR solutions  

• Ability to be empathetic with clients during critical incidents 

• Ability to manage major incidents including communication to clients, technical direction, and internal communication 

• Strong organizational and time management  

• Self-starter with a bias towards action and attention to detail 

• Experience building and publishing Standard Operation Procedures (SOPs) 

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $75,000 to $85,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until April 10, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.