Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in an enterprise IT support environment.
• Senior escalation point for Tier 1/2 analysts; resolve complex incidents while maintaining SLA
• Blend hands-on troubleshooting with team leadership, coaching, QA, and service management.
• Collaborate with Tier 3 engineers and specialists to drive timely resolutions.
• Apply knowledge of Microsoft technologies, infrastructure, networking, endpoint management, and
• Focus on customer-first mindset, technical judgment, and clear, practical solutions.

🎯 Requirements

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

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term opportunity within enterprise IT service delivery.
• Opportunity to lead and mentor a technical Service Desk team.
• Exposure to enterprise infrastructure, Microsoft, networking, security, virtualization, and ITSM
• Develop advanced escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialists; permanent night shift.