Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in enterprise IT support.
• Senior escalation point for Tier 1/2 analysts to resolve complex incidents while maintaining SLA
• Balance hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• 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/infrastructure support.
• Experience in large-scale service delivery; ServiceNow ITSM and ITIL knowledge.
• Strong knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on with Windows 10/11, Server 2016–2025, Microsoft 365, Intune.
• Experience with Entra ID/Azure AD, AD, Citrix XenApp, and virtualization (VMware/Hyper-V/Proxmox).
• Familiarity with Cisco Meraki and email security (Proofpoint/Mimecast).

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term enterprise IT service delivery role with growth opportunities.
• Opportunity to lead and mentor a Service Desk team.
• Exposure to enterprise infrastructure, Microsoft, networking, security, virtualization, ITSM.
• Advance technical escalation and service management expertise in a collaborative Tier 3 environment.
• Permanent night-shift schedule aligned with role requirements.