Team Lead, Enterprise Service Desk (FS)

📋 Description

• Monitor live tickets, enforce SLA and KPI requirements to maintain service performance and customer
• Provide technical and procedural escalation support to Service Desk Analysts for complex issues.
• Hands-on troubleshooting across end-user devices, systems, applications, infrastructure, and
• Coach, mentor, and guide Service Desk Analysts to improve technical capabilities and performance.
• Identify team strengths/areas and discuss observations during performance/review cycles.
• Support QA by reviewing ticket quality and escalation practices; ensure adherence to standards.

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, infrastructure support, or related
• Experience in large-scale service delivery; advantageous.
• Strong ServiceNow ITSM experience and knowledge of ITIL and service management.
• 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 technologies, networking
• Opportunity to develop advanced technical escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialist teams; permanent night-shift