Senior ServiceDesk Consultant
Core
Senior escalation point for complex IT incidents, driving root cause analysis, problem management, and permanent resolutions while leading Service Desk operations.
Role type
Senior Service Desk Consultant / Team Lead
Builds
IT support services for enterprise environments
Domain
IT Service Management / Enterprise Infrastructure
Required skills
Incident management, Problem management, KPI/SLA reporting, Process optimization, Knowledge management, Vendor coordination, Coaching, Resource planning, Stakeholder communication
Preferred skills
Cloud productivity platforms, Active Directory/Azure AD, Networking, Automation tools, Self-service tools
Technologies
Windows, Mac, Active Directory, Azure AD, ITSM tools
Responsibilities
Lead Service Desk operations through KPI/SLA reporting and process optimization; Provide leadership through coaching, training, and performance feedback; Act as senior escalation point for high-impact incidents; Partner with cross-functional teams on incident response and change management; Evaluate and implement new technologies and automation solutions.
Seniority
Senior, hands-on IC with leadership responsibilities