Senior Technical Service Desk Lead Location:&nbsp;Hybrid – Candidate must reside in the Atlanta MSA. Department:&nbsp;Service Team Reports To:&nbsp;Client Services Manager (direct report) and Operations Director (department head) Job Type:&nbsp;Full-Time Core12&nbsp;is a security-first Managed Services Provider (MSP) headquartered in Atlanta, Georgia, specializing in proactive IT support, cybersecurity solutions, and cost-effective IT management for small businesses. With over 15 years of experience, Core12 is trusted by businesses to streamline IT operations, enhance security, and scale efficiently. We are committed to fanatical customer service, hiring only local IT technicians, and never outsourcing our helpdesk. We are seeking a Senior Technical Service Desk Lead to join our dynamic and growing team. This role is ideal for an experienced IT professional who thrives in hands-on problem-solving, enjoys mentoring junior staff, and can deliver exceptional customer support in a fast-paced environment. Position Overview: The Senior Technical Service Desk Lead plays a critical role in providing expert-level IT support and leading technical escalations within the service desk team. This hybrid position requires both hands-on troubleshooting and project implementation capabilities, making it ideal for candidates with strong technical expertise and a passion for customer success. While this role focuses heavily on technical execution, it also involves mentoring junior technicians and collaborating with leadership to deliver best-in-class IT services to clients.

<ul><li>Networking expertise: TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall configurations.</li><li>Familiarity with RMM/PSA tools (e.g., ConnectWise, NinjaOne, Datto).</li><li>Proficiency in cybersecurity tools such as EDR, firewalls, email filtering, and MDR platforms.</li><li>Scripting knowledge in PowerShell or automation tools is a plus.</li><li>Knowledge of cloud platforms (Microsoft 365, Azure AD) and virtualization technologies (Hyper-V, VMware).</li></ul>

<ul><li>&nbsp;Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).</li><li>&nbsp;Industry certifications (e.g., CompTIA Security+, Network+, Microsoft Certified IT Professional, ITIL) are a plus.</li></ul>

<ul><li>Approaches work with a team-first mindset, values collaboration, and is willing to share credit and take responsibility for mistakes. Prioritizes collective success over personal recognition.</li><li>Highly self-motivated, takes initiative, and consistently looks for ways to add value, improve processes, and exceed expectations without needing constant oversight.</li><li>Demonstrates strong emotional intelligence, excellent communication, and the ability to build relationships by understanding and responding to the needs of others.</li><li>Excellent verbal and written communication skills.</li><li>Ability to explain complex technical concepts to non-technical users.</li><li>Strong organizational skills, with the ability to prioritize tasks and work independently in a fast-paced environment.</li><li>Customer-first mindset with a focus on service excellence and attention to detail.</li></ul>

<ul><li>Must reside in the Atlanta MSA and be available for on-site support when required.</li><li>Valid driver’s license, reliable transportation, and ability to travel locally to client sites.</li></ul>

<ul><li>Hybrid Work Model – Flexible hybrid work with local presence in Atlanta MSA.</li><li>&nbsp;Competitive Compensation – Salary aligned with experience and certifications.</li><li>Professional Growth – Career development, certifications reimbursement, and room for advancement.</li><li>Security-First Focus – Work with cutting-edge security tools and solutions.</li><li>Collaborative Culture – Join a team that prioritizes customer service, local talent, and quality over quantity.</li></ul>

Senior Technical Service Desk Lead

Core12

Job Summary