Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in an enterprise IT support environment.
• Serve as senior escalation point for Tier 1/2 analysts, resolving incidents while maintaining SLA
• Combine hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• Collaborate with Tier 3 engineers and specialists to drive timely resolution.
• Leverage expertise across Microsoft technologies, infrastructure, networking, endpoint management
• Translate complex issues into clear, practical solutions for customers.

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, or related technical service delivery.
• Experience in large-scale service delivery is an advantage.
• Strong experience with ServiceNow ITSM, ITIL principles, and service management.
• Experience across incident, service request, problem, change, and major incident management.
• Strong knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on with Windows 10/11, Server 2016–2025, M365, and Intune; Entra ID/AAD, AD, Citrix XenApp

🎁 Benefits

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