Lead Service Desk Technician (Tampa, FL - On Site)
Job title: Lead Service Desk Technician (Tampa, FL - On Site) in Tampa, FL at Acuity Technologies
Company: Acuity Technologies
Job description: Work Schedule: Full-time, 4/10 schedule (4 days/week, 10-hour shifts), US Eastern TimePosition Type: Full-time employmentABOUT THE ROLEAre you a tech-savvy problem solver with helpdesk experience and leadership skills?Join Acuity Technologies and lead a remote team that supports enterprise clients across North America.As a Lead Service Desk Technician, youâll provide frontline support for mobile and IT services while supervising junior techs, ensuring high-quality ticket handling, and mentoring team members. Youâll work from home, following a 4/10 night shift schedule aligned to US Eastern Time.ABOUT ACUITYAcuity Technologies provides communications servicesâincluding VoIP and mobile device managementâto business clients across the US and Canada. Weâre based in Tampa, Florida, and have been operating for 20 years. Despite being a small team, we support some of the largest enterprises in North America. We value professionalism, innovation, and collaboration.BENEFITS ENJOYED BY ACUITY TEAM MEMBERSWe value our team and ensure they feel rewarded. In addition to health insurance and paid time off, team members may be eligible for:
Merit bonuses
Anniversary bonuses
Birthday bonuses
Remote work flexibility
A collaborative and supportive work environment
POSITION SUMMARYThe Lead Service Desk Technician provides frontline support to end-users by phone, email, and ticketing systems. This role includes supervisory responsibilities, such as mentoring junior technicians, ensuring quality control of support tickets, and handling escalating issues when appropriate. You will also assist with onboarding and training new team members and contributing to process improvement.KEY RESPONSIBILITIES
Provide daily technical support for mobile phones, tablets, and other end-user devices
Maintain contracted SLAs while delivering exceptional customer service
Field inbound and outbound support calls
Work across multiple systems simultaneously
Independently diagnose and resolve technical issues
Supervise and support junior service desk staff
Ensure adherence to documentation and process standards
Participate in rotational on-call schedule and support after-hours issues as needed
WHAT WEâRE LOOKING FOR
Ability to pivot in a fast-paced, high-stress environment
Strong attention to detail and data accuracy
Professional written and verbal communication skills
Pleasant, professional demeanor and a strong work ethic
Leadership mindset with the ability to mentor others and drive team performance
REQUIREMENTS
At least 1 year of relevant IT helpdesk or mobility support experience
Familiarity with SLA-driven ticketing systems (e.g., Zendesk, ConnectWise, ServiceNow)
Strong verbal and written English skills.
Must have a stable internet connection and dedicated workspace
Ability to work night shift and rotational schedules
Demonstrated leadership or mentorship experience is a plus
COMPENSATION & BENEFITS
Remote Work Support: Company-issued equipment (if applicable)
Bonuses: Eligibility for performance-based, anniversary, and birthday bonuses
Opportunities for Growth: Internal promotion, training, and professional development
EQUAL OPPORTUNITY EMPLOYERAcuity Technologies is an equal opportunity employer. We do not discriminate on the basis of race, gender, sexual orientation, age, religion, marital status, disability, or any other protected category. All qualified applicants residing in the Philippines and authorized to work locally are encouraged to apply.
Expected salary:
Location: Tampa, FL
Apply for the job now!
Apply Now
Company: Acuity Technologies
Job description: Work Schedule: Full-time, 4/10 schedule (4 days/week, 10-hour shifts), US Eastern TimePosition Type: Full-time employmentABOUT THE ROLEAre you a tech-savvy problem solver with helpdesk experience and leadership skills?Join Acuity Technologies and lead a remote team that supports enterprise clients across North America.As a Lead Service Desk Technician, youâll provide frontline support for mobile and IT services while supervising junior techs, ensuring high-quality ticket handling, and mentoring team members. Youâll work from home, following a 4/10 night shift schedule aligned to US Eastern Time.ABOUT ACUITYAcuity Technologies provides communications servicesâincluding VoIP and mobile device managementâto business clients across the US and Canada. Weâre based in Tampa, Florida, and have been operating for 20 years. Despite being a small team, we support some of the largest enterprises in North America. We value professionalism, innovation, and collaboration.BENEFITS ENJOYED BY ACUITY TEAM MEMBERSWe value our team and ensure they feel rewarded. In addition to health insurance and paid time off, team members may be eligible for:
Merit bonuses
Anniversary bonuses
Birthday bonuses
Remote work flexibility
A collaborative and supportive work environment
POSITION SUMMARYThe Lead Service Desk Technician provides frontline support to end-users by phone, email, and ticketing systems. This role includes supervisory responsibilities, such as mentoring junior technicians, ensuring quality control of support tickets, and handling escalating issues when appropriate. You will also assist with onboarding and training new team members and contributing to process improvement.KEY RESPONSIBILITIES
Provide daily technical support for mobile phones, tablets, and other end-user devices
Maintain contracted SLAs while delivering exceptional customer service
Field inbound and outbound support calls
Work across multiple systems simultaneously
Independently diagnose and resolve technical issues
Supervise and support junior service desk staff
Ensure adherence to documentation and process standards
Participate in rotational on-call schedule and support after-hours issues as needed
WHAT WEâRE LOOKING FOR
Ability to pivot in a fast-paced, high-stress environment
Strong attention to detail and data accuracy
Professional written and verbal communication skills
Pleasant, professional demeanor and a strong work ethic
Leadership mindset with the ability to mentor others and drive team performance
REQUIREMENTS
At least 1 year of relevant IT helpdesk or mobility support experience
Familiarity with SLA-driven ticketing systems (e.g., Zendesk, ConnectWise, ServiceNow)
Strong verbal and written English skills.
Must have a stable internet connection and dedicated workspace
Ability to work night shift and rotational schedules
Demonstrated leadership or mentorship experience is a plus
COMPENSATION & BENEFITS
Remote Work Support: Company-issued equipment (if applicable)
Bonuses: Eligibility for performance-based, anniversary, and birthday bonuses
Opportunities for Growth: Internal promotion, training, and professional development
EQUAL OPPORTUNITY EMPLOYERAcuity Technologies is an equal opportunity employer. We do not discriminate on the basis of race, gender, sexual orientation, age, religion, marital status, disability, or any other protected category. All qualified applicants residing in the Philippines and authorized to work locally are encouraged to apply.
Expected salary:
Location: Tampa, FL
Apply for the job now!
Apply Now