Senior Service Desk Lead - Incident Commander & Technical Mentor

Lean Tech, a Lean Solutions Group Division; Colombia; On-site; COP 120,000,000 - 160,000,000; Full time

Job summary

Lean Tech, a Lean Solutions Group Division, is seeking a Senior Service Desk Lead to act as a hands-on technical leader in an MSP Service Desk environment. You will resolve complex L2/L3 issues, own P1/P2 incidents from identification to resolution, and guide ticket quality and documentation while supporting real-time operations.

You will mentor Service Desk engineers, help onboard new team members, and ensure adherence to SLAs/SLOs.

Qualifications

• 3+ years in a Service Desk, Help Desk, or MSP environment.
• Hands-on experience resolving complex L2 and L3 issues.
• Experience troubleshooting Microsoft 365, Azure, Entra ID, Windows endpoints, and identity/access issues.

Responsibilities

• Act as hands-on technical lead, resolving complex tickets and guiding the team.
• Own P1/P2 incidents from identification through resolution, including stakeholder updates.
• Monitor queues, enforce SLA/SLO adherence, ensure ticket quality and proper documentation.

Skills

L2/L3 support

MSP experience

Microsoft 365

Azure

Entra ID

ITSM and ticketing

Customer communication

Escalation handling

Tools

Autotask

IT Glue

Job description

Lean Tech, a Lean Solutions Group Division, is seeking a Senior Service Desk Lead to act as a hands-on technical leader in an MSP Service Desk environment. You will resolve complex L2/L3 issues, own P1/P2 incidents from identification to resolution, and guide ticket quality and documentation while supporting real-time operations.

You will mentor Service Desk engineers, help onboard new team members, and ensure adherence to SLAs/SLOs.