MSP Service Desk Lead - Aiea, HI

Evocative/VPLS is seeking a Service Desk Lead to join our team onsite at our Aiea, HI office.

The Service Desk Lead is a senior, hands-on technical role responsible for overseeing day-to-day Service Desk operations, supporting technicians, and ensuring tickets are handled efficiently and professionally. This role serves as the first point of escalation for the Service Desk and helps keep work moving, issues organized, and customers informed.

The Service Desk Lead does not make final operational or staffing decisions, but instead executes and enforces processes, standards, and priorities set by the MSP Operations Manager.

Key Responsibilities

Service Desk Execution & Oversight

· Monitor service desk queues to ensure tickets are assigned, progressing, and resolved in a timely manner.

· Assist with ticket triage and prioritization based on established SLAs and guidelines.

· Serve as the first escalation point for complex or customer-impacting issues.

· Step in to work on tickets directly when needed during high volume or urgent situations.

Technician Support & Coordination

· Provide day-to-day guidance and technical assistance to Service Desk technicians.

· Help ensure consistent troubleshooting, documentation, and customer communication.

· Support onboarding and training of new Service Desk team members.

· Reinforce service desk standards and expectations set by MSP leadership.

Incident & Customer Communication

· Assist with coordination during outages or recurring issues.

· Ensure customers receive clear, timely updates during escalations or service disruptions.

· Escalate major incidents or patterns to the MSP Operations Manager with relevant context.

Process & Documentation

· Ensure tickets are documented accurately and consistently.

· Contribute to knowledge base articles and internal documentation.

· Identify recurring issues or inefficiencies and surface them to MSP leadership.

· Follow and reinforce defined service desk processes and workflows.

Tools & Metrics

· Use and support service desk tools (ticketing system, RMM, endpoint tools, access management, etc.).

· Track basic operational metrics such as ticket volume, backlog, and response times.

· Provide operational feedback and data to the MSP Operations Manager as requested

Required Qualifications

· 4+ years of IT Service Desk or technical support experience.

· Strong troubleshooting skills across common end-user systems (Windows/macOS, SaaS apps, identity, devices).

· Experience handling escalations and working on customer-facing issues.

· Solid written and verbal communication skills.

· Comfortable working in a fast-paced MSP or multi-customer environment.

Preferred Qualifications

· Prior experience as a senior technician or informal team lead.

· Familiarity with ITIL-based service desk practices.

· Experience working with RMM and ticketing platforms.

**This position is onsite at our Aiea, HI office***

Evocative is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.