Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in a fast-paced, enterprise IT support environment.
• Senior escalation point for Tier 1/2 analysts to resolve complex incidents and maintain strong SLA
• Combine hands-on troubleshooting with team leadership, coaching, quality assurance, and service
• Collaborate with Tier 3 engineers and specialist teams to drive timely resolution of incidents and
• Leverage expertise in Microsoft technologies, infrastructure, networking, endpoint management, and
• Translate complex issues into clear, practical solutions for customers and stakeholders.

🎯 Requirements

• Minimum 5 years of experience in IT support, service desk, or related technical service delivery
• Strong ServiceNow ITSM experience and ITIL 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 experience with Windows 10/11, Server 2016–2025, Microsoft 365, and Intune.
• Experience with Entra ID/Azure AD, Active Directory, Citrix XenApp, and virtualization (VMware

🎁 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 a broad range of enterprise infrastructure, Microsoft, networking, security
• Opportunity to develop advanced technical escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialist teams.