Service Desk Team Lead

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