Service Desk Team Lead

Job Summary

A company is looking for a Team Lead, Service Desk to manage remote service desk operations and ensure effective user support.

Key Responsibilities

• Lead and coordinate remote service desk operations for timely resolution of user support requests
• Monitor daily workflows and performance metrics to maintain service quality and compliance with SLAs
• Mentor service desk technicians and foster a culture of collaboration and continuous learning

Required Qualifications

• Experience providing remote support for Windows and macOS environments
• Proficiency with device management tools like Addigy, Jamf, and Microsoft Intune
• Experience with user account management in Active Directory and Entra ID
• One or more relevant certifications such as CompTIA A+, Microsoft 365, or ITIL Foundation
• Experience using ITSM tools like ConnectWise or ServiceNow for service tracking