Senior Service Desk Lead - Remote MSP

leantechio; Medellín; A distancia; COP 283.390.000 - 400.080.000; Jornada completa

Descripción de la vacante

leantechio is seeking a Senior Service Desk Lead to act as a hands-on technical leader within our MSP environment. You will resolve complex L2/L3 issues, manage escalations, and uphold service standards while actively handling tickets alongside the team.

You will own P1 and P2 incidents from identification through resolution, monitor queues to meet SLA/SLO goals, and mentor Service Desk engineers. This remote LATAM role emphasizes clear communication and proactive problem management.

Formación

• 3+ years in a Service Desk, Help Desk, or MSP environment.
• Hands-on experience resolving complex L2/L3 issues.
• Experience with Microsoft 365, Azure, Entra ID, Windows endpoints, and Identity & Access.
• Ownership of P1 and P2 incidents from start to finish.
• Monitoring ticket queues and managing SLA/SLO requirements.
• Familiarity with IT service management or ticketing systems.
• Ability to mentor Service Desk engineers and provide guidance.
• Strong communication and documentation skills.
• English proficiency: B2+.
• Availability for standard Mon-Fri schedule (approx. 8:30–18:00).

Responsabilidades

• Hands-on technical leadership within an MSP Service Desk.
• Own P1 and P2 incidents from identification to resolution.
• Mentor and onboard Service Desk engineers.
• Monitor queues, ensure SLA/SLO adherence, and high ticket quality.
• Coordinate across technical and leadership teams during incidents.

Conocimientos

MSP environment

L2/L3 troubleshooting

Microsoft 365

Azure

Entra ID

Windows endpoints

P1/P2 incidents

Service Desk monitoring

SLA/SLO management

Ticketing systems

Mentoring

Documentation

English B2+

Incident leadership

Communication

On-call readiness

Herramientas

Autotask

IT Glue

Kaseya

Descripción del empleo

leantechio is seeking a Senior Service Desk Lead to act as a hands-on technical leader within our MSP environment. You will resolve complex L2/L3 issues, manage escalations, and uphold service standards while actively handling tickets alongside the team.

You will own P1 and P2 incidents from identification through resolution, monitor queues to meet SLA/SLO goals, and mentor Service Desk engineers. This remote LATAM role emphasizes clear communication and proactive problem management.