lead service desk engineer

We are looking to hire a Service Desk Lead Engineer to join our global team in Technology to oversee and drive excellence within our Tier 2 - Global Service Desk Team. As a key technical leader, you will ensure efficient incident resolution, problem management and service request fulfillment while upholding ITIL best practices. This role is pivotal in bridging Tier 1 and Tier 3 support teams as well as implementing process improvements while maintaining high customer satisfaction through proactive support strategies.

As the Service Desk Engineer Lead you will play a crucial role in mentoring engineers, managing escalations and improving service quality. You will work closely with cross-functional teams to enhance operational efficiency and drive automation in collaboration with other technical teams.

A deep understanding of ITIL frameworks, strong technical expertise and leadership skills is a requirement for this position. In addition, key values that we strive towards in the Technology are:

• Ownership
• Continuous Improvement Mindset
• Trust
• Honesty

Key Responsibilities

• Lead and oversee the Tier 2 - IT Service Desk team, ensuring high-quality support and adherence to SLAs.
• Act as the primary escalation point for complex technical issues before engaging Tier 3 support.
• Ensure effective incident response, root cause analysis and problem resolution in
• alignment with ITIL principles.
• Work closely with Tier 1 and Tier 3 teams to establish clear escalation and de-escalation pathways.
• Implement and maintain ITIL-based best practices in service requests, incident, problem and change management.
• Continuously refine service management workflows to improve response times and service quality.
• Own and optimize the Knowledge Management system, ensuring updated documentation and SOPs.
• Drive automation and self-service improvements with the aim in reducing manual ticket resolutions.
• Monitor, report and analyze service desk performance metrics to drive efficiency improvements.
• Mentor, coach and develop Tier 2 engineers providing training and career growth opportunities.
• Conduct regular performance reviews, training sessions and knowledge-sharing initiatives.
• Foster a collaborative and high-performance culture within the service desk team.
• Act as a key liaison between Service Desk and Business Units to ensure alignment.
• Provide clear and proactive communications to users and stakeholders during incidents and outages.
• Gather and analyze customer feedback to enhance service experience and engagement.
• Contribute by presenting insights and recommendations for continuous improvement. 

Requirements

• 5+ years of experience in IT Service Desk / End-User Support with at least 2 years in a leadership role.
• Strong experience with ITIL framework preferably ITIL v4 certified.
• Expertise in incident, problem and change management processes.
• Hands-on experience supporting Windows, macOS, and Linux environments.
• Proficiency in networking basics (TCP/IP, VPN, DNS, DHCP, firewalls).
• Familiarity with enterprise ticketing systems (ServiceNow, Jira, or similar).
• Knowledge of PowerShell, scripting, and automation is a plus.
• Proven ability to lead and mentor technical teams.
• Strong problem-solving skills and the ability to handle high-pressure incidents.
• Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Proficient working experience with communication tools and platforms i.e. Slack, Statuspage, Google Chat and others
• Customer-focused mindset with a passion for delivering high-quality IT support services.
• Strong analytical skills to assess trends, identify issues and drive continuous improvement.