Senior Service Desk Lead

About the role

Neo Tech iT is looking for a Senior Service Desk Lead to oversee day-to-day IT support operations, lead the Service Desk team and act as the senior technical escalation point for one of its clients. Fluent English is essential, with excellent verbal and written communication skills required.

Key responsibilities

• Lead, coach and support Service Desk analysts; manage ticket queues, workload distribution and shift coverage; organize daily stand-ups and ticket reviews; contribute to team onboarding and development.
• Oversee ticket triage, prioritization and resolution in line with SLA requirements, manage escalations and review SLA breaches.
• Handle personally IT support requests from executives and senior stakeholders, ensuring fast, discreet and high-quality assistance with clear follow-up.
• Resolve complex escalated issues involving devices, operating systems, applications, identity and access management, identifying root causes and implementing permanent solutions.
• Administer and support Intune device management (enrollment, compliance and configuration policies, application deployment and Autopilot), Entra ID (users, groups, MFA and Conditional Access), Exchange Online, Teams, SharePoint, OneDrive and licensing.
• Use AI tools and PowerShell scripting to automate repetitive tasks, improve self-service and speed up diagnostics.
• Maintain technical documentation, runbooks, SOPs and knowledge-base articles; monitor KPIs such as SLA compliance, first-contact resolution, average resolution time and user satisfaction.

Required profile

• Fluent English with excellent verbal and written communication skills.
• Strong leadership, organizational and interpersonal skills.

Required skills

• Strong experience administering Microsoft 365 and Intune / MDM.
• Good knowledge of Entra ID and Conditional Access.
• Strong troubleshooting skills across Windows and macOS environments.
• Proficiency in PowerShell and automation scripting.
• Experience with Jira Service Management or ServiceNow.
• Good understanding of ITIL practices.

To apply, send your CV by email to the recruiter named in the original posting.