Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery within a fast-paced, enterprise-focused IT support environment.
• Serve as a senior escalation point for Tier 1 and Tier 2 analysts, resolving complex incidents
• Combine hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• Collaborate closely with Tier 3 engineers and specialist teams to drive timely resolution of
• Leverage expertise across Microsoft technologies, infrastructure, networking, endpoint management
• Translate complex issues into clear, practical solutions with a customer-first mindset.

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, infrastructure support, or related
• Experience in a large-scale service delivery organization is an advantage.
• Strong experience with the ServiceNow ITSM platform and ITIL principles.
• Experience across incident, service request, problem, change, and major incident management.
• Strong technical knowledge of IT infrastructure, desktop support, networking, and enterprise
• Hands-on experience with Windows 10/11, Windows Server 2016–2025, Microsoft 365, and Intune.

🎁 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 a broad range of enterprise infrastructure, Microsoft, networking, security
• Opportunity to develop advanced escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialist teams.