Team Lead, Enterprise Service Desk (FS)

📋 Description

• Lead technical service delivery in an 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 resolution.
• Leverage expertise across Microsoft technologies, infrastructure, networking, endpoint management
• Translate complex issues into clear, practical solutions for stakeholders.

🎯 Requirements

• Minimum 5 years in IT support/service desk/infrastructure or related technical service delivery.
• Experience in large-scale service delivery is an advantage.
• Strong experience with ServiceNow ITSM and ITIL principles.
• Experience in incident, service request, problem, change, and major incident management.
• Strong technical knowledge of IT infrastructure, desktop support, networking, enterprise
• Hands-on with Windows 10/11, Server 2016–2025, Microsoft 365, 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.
• Collaborative environment with Tier 3 engineers and specialists.