Lead Service Desk Engineer

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.

• 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

• 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

• 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

• 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

• 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

• 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