Position Details
About this role
This role involves leading the enterprise service desk team, supporting Tier 1 & 2 technical issues, and ensuring SLA compliance. The candidate will troubleshoot, mentor staff, and collaborate with higher-tier teams to resolve client requests efficiently.
Key Responsibilities
- Support Tier 1 & 2 tickets
- Mentor Service Desk Analysts
- Ensure SLA compliance
- Collaborate with Tier 3 teams
- Troubleshoot client issues
Technical Overview
The technical environment includes Windows 10 & 11, Microsoft Server 2016-2025, Microsoft 365, Active Directory, virtualization platforms like VMware and Hyper V, and network security tools such as Cisco Meraki and email security solutions.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with at least 5 years of experience managing incident and request tickets, proficient in Windows environments, Active Directory, and ITIL practices. They possess strong troubleshooting and customer service skills, capable of mentoring junior staff and supporting enterprise IT infrastructure.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Required
Industry & Role
Clearance & Visa
Keywords for Your Resume
Deal Breakers
Lack of minimum 5 years experience, No experience with ConnectWise ITSM, No ITIL certification or knowledge, No experience with Windows Server or Active Directory
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