Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in enterprise IT support.
• Senior escalation point for Tier 1/2 analysts.
• Hands-on troubleshooting with teams for incidents and requests.
• Coach and develop Service Desk Analysts and foster performance.
• Collaborate with Tier 3 engineers to drive timely resolutions.
• Ensure adherence to SLAs and service commitments.

🎯 Requirements

• Minimum 5 years in IT support/service desk or similar.
• Experience in large-scale service delivery.
• Strong ServiceNow ITSM, ITIL, and ITSM practices.
• Experience across incident, problem, change, major incident.
• Technical knowledge of IT infra, desktop, networking, and enterprise env.
• Hands-on with Windows 10/11, Server 2016-2025, MS 365, Intune.

🎁 Benefits

• 100% remote, long-term opportunity.
• Lead and mentor a Service Desk team.
• Exposure to enterprise infra, Microsoft, networking, ITSM tech.
• Develop advanced escalation/service management skills.
• Collaborative environment with Tier 3 engineers.
• Permanent night shift schedule.