Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in a fast-paced IT support environment.
• Senior escalation point for Tier 1/2 analysts; resolve complex incidents.
• Hands-on troubleshooting across devices, systems, apps, infra, and connectivity.
• Coach and mentor Service Desk Analysts; drive team performance.
• Collaborate with Tier 3 engineers to resolve incidents quickly.
• Coordinate with contractors and ensure adherence to client contracts.

🎯 Requirements

• Minimum 5 years in IT support/service desk/infrastructure delivery.
• Experience in large-scale service delivery environment preferred.
• Strong ServiceNow ITSM experience; ITIL knowledge.
• Experience across incident, service request, problem, change, major incident management.
• Strong IT infrastructure knowledge: desktop, networking, enterprise environments.
• Hands-on with Windows 10/11, Server 2016–2025, Microsoft 365, Intune.

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term enterprise IT service delivery role.
• Opportunity to lead and mentor a technical Service Desk team.
• Exposure to broad enterprise tech: Microsoft, networking, security, virtualization, ITSM.
• Develop advanced escalation and service management skills.
• Collaborative environment with Tier 3 engineers and specialists.