Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in a fast-paced enterprise IT support environment.
• Serve as senior escalation point for Tier 1/2 analysts; resolve complex incidents while maintaining
• Combine hands-on troubleshooting with team leadership, coaching, QA, and service management.
• Collaborate with Tier 3 engineers and specialists to drive timely resolutions.
• Leverage Microsoft technologies, infrastructure, networking, endpoint management, and ITSM
• Translate complex issues into clear, practical solutions for stakeholders.

🎯 Requirements

• Minimum 5 years in IT support/service desk/infrastructure support or related technical delivery.
• Experience in large-scale service delivery; ServiceNow ITSM and ITIL knowledge.
• Experience across incident, service request, problem, change, and major incident management.
• Strong knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on with Windows 10/11, Windows Server 2016–2025, Microsoft 365, and Intune.
• Experience with Entra ID/Azure AD, Active Directory, Citrix XenApp; virtualization

🎁 Benefits

• 100% remote, work-from-home arrangement.
• Long-term opportunity within enterprise IT service delivery.
• Opportunity to lead and mentor a Service Desk team.
• Exposure to enterprise infrastructure, Microsoft, networking, security, virtualization, and ITSM
• Develop advanced technical escalation and service management expertise.
• Collaborative environment with Tier 3 engineers and specialists.