Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery within an enterprise-focused IT support environment.
• Senior escalation point for Tier 1 and Tier 2 analysts to resolve complex incidents and maintain
• Combine hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• Collaborate with Tier 3 engineers and specialist teams to drive timely resolution of incidents and
• Expertise across Microsoft technologies, infrastructure, networking, endpoint management, and ITSM
• Translate complex issues into clear, practical solutions for customers and stakeholders.

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, infrastructure support, or related
• Strong experience with ServiceNow ITSM and ITIL principles.
• Experience across incident, service request, problem, change, and major incident management.
• Technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on experience with Windows 10/11, Server 2016–2025, Microsoft 365, and Intune.
• Experience with Entra ID/Azure AD, Active Directory, Citrix XenApp, and virtualization (VMware

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term opportunity within an enterprise IT service delivery environment.
• Opportunity to lead and mentor a technical Service Desk team.
• Exposure to a broad range of enterprise infrastructure, Microsoft, networking, security
• Develop advanced technical escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialist teams.