Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in enterprise IT support.
• Serve as senior escalation point for Tier 1/2 analysts.
• Hands-on troubleshooting across devices, apps, infra, connectivity.
• Coach and mentor Service Desk Analysts; drive performance.
• Collaborate with Tier 3 and specialists for incident resolution.
• Ensure work aligns with client contracts 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 service management knowledge.
• Experience across incident, service request, problem, change, major incident.
• Strong IT infrastructure knowledge: desktops, networking, enterprise env.
• Hands-on with Windows 10/11, Server 2016-2025, M365, Intune.

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term enterprise IT service delivery opportunity.
• Lead and mentor a technical Service Desk team.
• Exposure to broad enterprise infra, Microsoft, networking, security, ITSM.
• Opportunity to develop advanced escalation and service mgmt skills.