Job Description

Job Summary
The Service Desk Lead Engineer is responsible for leading day-to-day service desk operations while providing advanced technical support. This role acts as a senior escalation point, mentors service desk staff, ensures adherence to SLAs, and drives continuous improvement in service delivery, user satisfaction, and operational efficiency. Key Responsibilities Leadership & Operations
Lead and oversee daily service desk activities to ensure timely and effective support
Act as the primary escalation point for complex or high-impact incidents
Monitor ticket queues, SLAs, and KPIs to ensure service targets are met
Coordinate with infrastructure, security, and application teams for issue resolution
Participate in incident, problem, and change management processes Technical Support
Provide advanced troubleshooting for hardware, software, network, and application issues
Support endpoint environments (Windows/macOS), mobile devices, and peripherals
Manage user access, identity, and permissions (Active Directory, Azure AD, M365, etc.)
Assist with system deployments, upgrades, and patches
Maintain and improve automation and self-service solutions where applicable Process & Documentation
Develop, maintain, and improve service desk procedures and knowledge base articles
Ensure ITIL-aligned processes are followed and continuously refined
Identify recurring issues and lead root cause analysis efforts
Recommend and implement service improvements and tooling enhancements Team Development
Mentor, coach, and provide technical guidance to service desk engineers
Assist with onboarding and training of new team members
Conduct performance feedback and contribute to skills development plans Stakeholder Engagement
Communicate effectively with end users, management, and IT leadership
Provide regular reporting on service desk performance and trends
Advocate for user experience and service quality improvements Required Qualifications
8+ years of IT support experience, including 1 2 years in a senior or lead role
Strong knowledge of desktop, laptop, and mobile device support
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Freshservice)
Solid understanding of ITIL practices and service management frameworks
Experience supporting Microsoft 365 and enterprise endpoint environments

Skills Required