IT Services (Helpdesk) Lead -Plymouth Office

MESSERLI KRAMER P.A.•Minneapolis, MN

4h•$65,000 - $90,000•Onsite

About The Position

The IT Services Lead is responsible for on-site IT operations, serving as the senior technical presence within the office to ensure stable, high-performing technology services. This role provides advanced technical support, leads issue triage and resolution, and coordinates closely with vendor partners and internal engineering teams. This role plays a key part in supporting enterprise applications and ensuring IT systems are effectively configured to enable business workflows, working closely with Systems Analysts, DevOps, and vendor partners. The IT Services Lead also contributes to security, compliance, and incident response efforts in coordination with internal teams and external partners. The IT Services Lead is not responsible for deep infrastructure engineering but plays a critical role in diagnosing issues, performing hands-on support, and driving resolution across teams. This individual acts as the bridge between end users, help desk, managed service providers, and enterprise IT.

Requirements

5–8+ years of IT experience
Strong troubleshooting across endpoints, applications, and networking fundamentals
Strong coordination and communication skills
Strong understanding of endpoint environments, including Windows OS, device configuration, and performance troubleshooting
Experience supporting virtual desktop environments (VDI)
Experience troubleshooting application performance issues across desktop, VDI, and network layers

Nice To Haves

Experience working with MSPs
Familiarity with enterprise collaboration and communication platforms (e.g., RingCentral, Microsoft Teams)
Experience supporting document management systems such as NetDocuments or similar platforms
Solid understanding of networking fundamentals (DNS, DHCP, VPN, latency, bandwidth constraints) and ability to isolate network-related issues

Responsibilities

Communicate project/incident status, impact, and resolution progress to stakeholders
Escalate issues appropriately and ensure accountability
Lead on-site execution of IT projects and rollouts
Coordinate with enterprise IT and Managed Service Provider (MSP)
Maintain system and process documentation
Identify recurring issues and improvement opportunities
Oversee ticketing system operations, ensuring tickets are properly triaged, prioritized, resolved, and closed in alignment with service level expectations (SLAs)
Assist with day-to-day support requests and act as backup support for T1 Help Desk
Troubleshoot across applications, endpoints, and network to determine root cause
Provide hands-on support for high-impact or complex issues
Own issues end-to-end and coordinate resolution across teams
Support and guide help desk staff
Act as primary on-site escalation point for application-related issues
Bridge communication between end users and enterprise IT teams
Support administration and operation of key desktop and enterprise applications (e.g., RingCentral, Accuroute, DMS)
Ensure applications function effectively within desktop and VDI environments
Troubleshoot application issues and determine root cause
Work closely with Systems Analyst and DevOps to support business workflows
Assist in testing and rollout of application updates and integrations
Serve as on-site resource for application-related issues
Provide on-site support for network and data center equipment.
Act as remote hands for MSP and engineering teams
Manage printers, scanners, cameras, and on-site technology
Coordinate device deployments and lifecycle management
Support endpoint and VDI configuration for application performance
Assist with internal audits and compliance activities
Assist with security incident response in coordination with SOC and MSP
Act as on-site point of contact for security-related actions
Help enforce endpoint security practices and policies
Identify and escalate potential risks or control gaps