Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery within enterprise IT support.
• Senior escalation point for Tier 1/2 analysts; resolve complex incidents while maintaining SLA
• Hands-on troubleshooting alongside team leadership, coaching, QA, and service management.
• Collaborate with Tier 3 engineers and specialists to drive timely resolutions.
• Leverage Microsoft technologies, infrastructure, networking, endpoint management, and ITSM

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, or related technical delivery.
• Strong ServiceNow ITSM, ITIL, and service management knowledge.
• Experience across incident, service request, problem, change, and major incident management.
• Technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on with Windows, Server, Microsoft 365/Intune; Entra ID/AAD and AD; Citrix XenApp
• Familiarity with Cisco Meraki and email security (Proofpoint/Mimecast).

🎁 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 and ITSM technologies.
• Opportunity to develop advanced escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialists.