Information Technology Service Desk Team Lead

About the role

The Lead System Engineer oversees the IT service desk teams working in rotational 24x7 shifts, ensuring high‑touch end‑user support for Cherry Bekaert while partnering with US‑based ITSM and India‑based senior IT managers.

Key responsibilities

• Lead and supervise the Service Desk team during assigned 24x7 rotational shifts, ensuring smooth operations and adherence to SLAs.
• Act as the primary escalation point for complex or critical incidents, managing major incidents and coordinating with resolver groups and vendors.
• Monitor ticket queues, validate technical escalations, and ensure timely resolution within defined service levels.
• Coordinate shift handovers with detailed documentation of pending issues, priorities, and resource allocation.
• Conduct daily/weekly team huddles, performance reviews, and mentor L1/L2 engineers, providing technical guidance and feedback.
• Generate shift reports, KPI dashboards, and escalation summaries for management, and drive continuous improvement initiatives.

Required profile

• 8‑10 years of experience in IT Service Desk or Technical Support, with at least 3 years in a lead role.
• Strong expertise in ITSM tools such as ServiceNow and JIRA.
• Proficiency with Microsoft 365, Azure AD, Exchange Online, Entra, and endpoint management.
• Experience in major incident management, crisis communication, and ITIL processes (Incident, Problem, Change).
• People‑management, conflict‑resolution, and excellent verbal and written communication skills.
• Ability to work 24x7 rotational shifts, including weekends and holidays.

Required skills

• ServiceNow
• JIRA
• Microsoft 365
• Azure AD
• Exchange Online
• Entra
• Endpoint management
• DNS, DHCP, VPN, Firewall basics
• Azure cloud platform
• AWS cloud platform
• Excel (advanced)
• ITIL framework
• Incident and Major Incident Management
• Reporting tools and dashboards