L1 Helpdesk Lead

What You'll Do: Own the Level 1 queue end to end: intake, triage, routing, and resolution across phone, email, and ticketing Resolve common issues directly, including workstation, software, and connectivity problems, password resets and account unlocks, and Microsoft 365 user and mailbox administration Route tickets to the right engineer by priority and skill set, keep work moving against SLA response targets, and escalate anything at risk of missing its SLASupervise the AI agents that triage and resolve first-touch tickets: review their work, correct their mistakes, and decide which tickets they should handle Find the tickets that keep coming back and remove them through better documentation, scripting, or agent handling Write and maintain the Level 1 playbook and knowledge base Help merge two help desks into one: learn both teams' tools and processes, work both ticketing systems during the transition, and build the combined Level 1 process Be the go-to person for Level 1 questions from the rest of the support team, including our offshore help desk Keep clients informed on ticket status and expected timing Onboard new client devices by imaging and configuring Windows laptops and setting up workstations Travel to client sites within driving distance of the Lehigh Valley when a problem requires hands-on support Qualifications 3+ years of helpdesk or desktop support experience, including some tier 2 work Experience owning a support queue, acting as an escalation point, or training other technicians Solid Microsoft 365 administration: users and licensing, Exchange Online, Teams, Share Point, and Entra IDStrong Windows 10/11 troubleshooting and a working understanding of networking fundamentals (TCP/IP, DNS, DHCP)Experience with a PSA or ticketing system and with RMM tooling; Connect Wise experience is a plus Clear, calm communication with technical and non-technical users, on the phone and in writing Daily, hands-on use of AI tools such as ChatGPT, Claude, or Copilot in your support work, and an interest in running AI agents as part of a support team Familiarity with ITIL practices preferred Power Shell scripting preferred Valid driver's license and authorization to work in the United States About Snyder Technologies Snyder Technologies is a Lehigh Valley-based technology company working at the intersection of managed IT services and software development. We're the outsourced IT department for small and mid-sized businesses across manufacturing, professional services, and specialized industries. Most of our clients are in and around the Lehigh Valley, and the rest range from Philadelphia and the surrounding region to the other side of the country. We are a small, remote-first, tight-knit team with staff in the United States, India, and Pakistan. Today we are in a build phase rather than a holding pattern: expanding what we can deliver, modernizing our own tooling, and adopting new technology deliberately as it becomes genuinely useful. AI is central to that, not an experiment running off to the side. We build AI into how we deliver IT support and into the software we develop, and every role here works with current industry-leading tools daily: technician, developer, manager, bookkeeper. It is changing what a small team can do for its clients, and we would rather be the ones figuring that out than the ones catching up to it. For our clients that means their IT gets better over time instead of just staying online. For you it means the role grows: this seat leads toward running the combined help desk, designing how AI agents handle support, or moving into systems engineering. Learn more at snyder.tech. If you have direct questions about this role or our team, please email Adam Russek, VP Operations, at adam.russek@snyder.tech.