Bowman Williams · 11 hours ago
Lead Helpdesk Engineer (MSP Experience Required)
Lisle, IL
Full-time
Hybrid
Mid, Senior Level
$60K/yr - $75K/yrBowman Williams is a fast-growing Managed Services Provider based in Lisle, IL, seeking a Lead Helpdesk Engineer to join its expanding technical team. The role involves taking a lead-level presence within the service desk, providing support across multiple client environments, and coaching Tier 1 teammates while maintaining high ticket quality.
Office AdministrationRecruitingStaffing Agency
Responsibilities
Work tickets end-to-end across multiple client environments—diagnosis, troubleshooting, resolution, and documentation
Serve as a senior presence in the shared queue, helping maintain pace, quality, and proper escalation flow
Provide remote and occasional onsite support for desktops, laptops, printers, and networked devices
Administer and support Microsoft 365 environments (Exchange Online, Teams, SharePoint, Entra ID, Security Center, etc.)
Perform account administration, permissions, onboarding/offboarding tasks, and basic system administration
Use PSA, RMM, and documentation tools to keep environments and ticketing standards clean and consistent
Partner with senior engineers/tech leads on escalations and gain exposure to more complex issues
Contribute to internal knowledge articles and repeatable troubleshooting playbooks
Help reinforce a culture of ownership—attempt solutions first, escalate thoughtfully, and follow through to closure
Coaching Tier 1 engineers on troubleshooting approach, ticket hygiene, and client communication
Helping triage the queue and identify patterns, recurring issues, and opportunities for improvement
Owning the 'how' behind support delivery: documentation, consistency, accountability, and follow-up
Supporting onboarding/ramp of new technicians through shadowing and structured guidance
Raising risks early and helping prevent repeat incidents through better process and standards
Qualification
Required
Prior experience working in a Managed Services Provider (MSP) environment
Strong experience with Windows desktop troubleshooting and end-user support
Strong experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID)
Strong experience with networking fundamentals, printers, workstation configuration, and remote support tools
Strong experience with PSA/RMM/documentation platforms (AutoTask, Datto, IT Glue, ConnectWise, or similar)
Exposure to common MSP stacks such as Microsoft stack (Windows Server fundamentals, O365, Azure fundamentals)
Exposure to VMware fundamentals
Exposure to security/networking tools like WatchGuard, Barracuda, Aruba (or similar)
Dependable Tier 2 engineer who can handle hybrid work without losing productivity
Ability to stay calm under pressure and take ownership through completion
Team-first mindset—help others level up, share knowledge, and raise the standard
Strong communication (clients and internal), solid judgment, and attention to detail
High curiosity and commitment to self-education and continuous improvement
Preferred
Associate or Bachelor's degree in an IT-related field, or equivalent hands-on experience
Benefits
Profit sharing
Medical insurance + telemedicine
Dental, vision, life, short-term and long-term disability insurance
Legal assistance services
Retirement plan with company match
3 weeks PTO
Rewards & recognition platform (gift cards, extra PTO, etc.)
Certification bonuses + ongoing learning support
Weekly meal benefit via DoorDash
Company
Bowman Williams
Bowman Williams is a staffing firm for IT managed and cloud service providers.
Founded in 2009
11-50 employees
Funding
Current Stage
Early StageLeadership Team
John Davenjay
CEO
Company data provided by crunchbase