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 and maintain SLA
• Blend hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• Collaborate with Tier 3 engineers and specialists to drive timely resolutions.
• Leverage experience with Microsoft technologies, infrastructure, networking, endpoint management
• Translate complex issues into clear, practical solutions for stakeholders.

🎯 Requirements

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

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term enterprise IT service delivery opportunity.
• Opportunity to lead and mentor a technical Service Desk team.
• Exposure to enterprise infrastructure, Microsoft, networking, security, virtualization, and ITSM
• Develop advanced escalation and service management expertise.
• Permanent night-shift schedule aligned to role requirements.