About this role
This role involves leading the enterprise service desk team, supporting Tier 1 & 2 tickets, ensuring SLA adherence, and providing technical escalation and mentoring.
Key Responsibilities
- Monitor SLAs and KPIs
- Provide training and mentoring
- Support ticket escalation
- Troubleshoot user systems
- Collaborate with SME teams
Technical Overview
Technical environment includes ConnectWise ITSM, Microsoft Windows and Server platforms, virtualization technologies, Active Directory, Citrix, and email security tools.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with at least 5 years of experience in incident, request, and problem management, proficient with ConnectWise ITSM, virtualization, and Active Directory, capable of mentoring team members and handling escalations.
Must-Have Skills
Experience with ConnectWise ITSM platformIncidentrequestproblemchange and major incident management experienceStrong IT InfrastructureDesktopand Networking experienceMicrosoft Windows 10 & 11Microsoft Server 2016-2025Microsoft 365 & IntuneEntra ID/Active DirectoryCitrix XenappVirtualization (VMwareHyper VProxmox)
Nice-to-Have Skills
ITIL certificationTechnical certifications and trainingExperience within a large service delivery organization
Tools & Platforms
ConnectWise ITSMJIRASolarWindsPowerShell
Required Skills
ConnectWise ITSMincident managementrequest managementproblem managementchange managementmajor incident managementMicrosoft Windows 10Microsoft Server 2016Microsoft 365IntuneEntra IDActive DirectoryCitrix XenappvirtualizationVMwareHyper VProxmoxCisco Merakiemail securityProofpointMimecast
Hard Skills
ConnectWise ITSMIncident ManagementRequest ManagementProblem ManagementChange ManagementMajor Incident ManagementMicrosoft Windows 10Microsoft Windows 11Microsoft Server 2016Microsoft Server 2025Microsoft 365IntuneEntra IDActive DirectoryCitrix XenappVirtualizationVMwareHyper VProxmoxCisco MerakiEmail SecurityProofpointMimecast
Soft Skills
communicationleadershipmentoringcustomer serviceproblem-solvingtime managementmultitaskingpressure handling
Certifications
Required
ITIL
Preferred
Technical certifications
Keywords for Your Resume
connectwise itsmincident managementrequest managementproblem managementchange managementmajor incident managementmicrosoft windows 10microsoft server 2016microsoft 365active directoryvirtualizationvmwarehyper vcitrix xenappitilcustomer servicehelp deskonsiteticketing systemtroubleshooting
Deal Breakers
Lack of experience with ConnectWise ITSM, No ITIL certification, Less than 5 years of relevant experience, Unwillingness to work onsite
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