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 to resolve incidents.
• Balance hands-on troubleshooting with team leadership, coaching, QA, and service management.
• Collaborate with Tier 3 engineers to drive timely incident/service requests resolution.
• Leverage Microsoft technologies, infrastructure, networking, endpoint management, ITSM.
• Translate complex issues into clear, practical solutions for customers.

🎯 Requirements

• Minimum 5 years IT support or service desk experience.
• Experience in large-scale service delivery is a plus.
• Strong ServiceNow ITSM, ITIL, and service management knowledge.
• Expertise in incident, problem, change, and major incident management.
• Solid IT infrastructure, desktop support, networking, enterprise environments.
• Hands-on with Windows 10/11, Windows Server 2016-2025, M365, Intune.

🎁 Benefits

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