Information Technology Service Desk Team Lead

Position SummaryThe Lead System Engineer leads IT service desk teams (in rotational 24X7 Shifts), with direct IT Operations support, SLA performance, JIRA governance, and service delivery during the shift. This role is accountable for delivering a consistent, high-touch end-user support experience across Cherry Bekaert user base while partnering closely with the US based ITSM and India based Senior IT Manager, ticket handoffs, escalation discipline, and service continuity.Key ResponsibilitiesLead and supervise the Service Desk team during assigned shifts, ensuring smooth operationsAct as the primary escalation point for complex or critical incidents during the shiftMonitor ticket queues and ensure timely resolution within defined SLAsCoordinate shift handovers with detailed documentation of pending issues and prioritiesTechnical escalation validation, SLA/backlog governance, Major Incident leadership, structured handovers, resolver/vendor coordination, operational reportingManage real-time workload distribution and resource allocation across the teamHandle Incident Management and coordinate with resolver groupsEnsure adherence to ITIL processes - Incident, Problem, and Change ManagementConduct daily/weekly team huddles and performance reviewsMentor and coach L1/L2 engineers, providing technical guidance and feedbackGenerate shift reports, KPI dashboards, and escalation summaries for managementDrive continuous improvement initiatives to enhance service quality and efficiencyLiaise with cross-functional teams, vendors, and stakeholders during critical incidents.Required Qualifications8-10 years of experience in IT Service Desk / Technical Support with 3+ years in a lead roleStrong expertise in ITSM tools (ServiceNow, JIRA)Proficiency in Microsoft 365, Azure AD basics, Exchange Online, Entra and endpoint management, end user support, network fundamentalsExperience in Major Incident Management and crisis communicationStrong understanding of ITIL frameworkPeople management and conflict resolution skillsStrong analytical and problem-solving abilitiesExceptional communication skills - verbal and writtenAbility to work under pressure and manage multiple prioritiesFlexibility to work 24x7 rotational shifts including weekends and holidays.Key CompetenciesTeam handling & People ManagementStakeholder Management & Customer FocusDecision Making & Critical ThinkingProcess Orientation & Quality FocusKnowledge of cloud platforms (Azure, AWS) - Basic to IntermediateUnderstanding of networking fundamentals (DNS, DHCP, VPN, Firewall basics)Experience with reporting tools and dashboards (Excel advanced).Preferred CertificationsMicrosoft 365 Certified: Modern Desktop AdministratorAzure Administrator Associate (AZ-104)HDI Support Center Team Lead certificationAny relevant ITSM certifications.