Senior Service Desk Lead - Remote MSP Incident Expert

Jobvite, Inc.; Colombia; Presencial; COP 303.010.000 - 437.681.000; Jornada completa

Descripción de la vacante

Jobvite, Inc. is seeking a Senior Service Desk Lead to operate as a hands-on technical leader within a remote LATAM MSP environment. You will manage complex L2/L3 issues, own P1/P2 incidents, and mentor Service Desk engineers while ensuring SLA/SLO adherence and high-quality customer communications.

The role emphasizes strong collaboration, clear incident coordination, and proactive risk identification, with a non-management scope and a remote-friendly schedule.

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, IAM.
• Ownership of P1 and P2 incidents from ID to resolution.
• Managing Service Desk ticket queues and SLA/SLO adherence.
• Strong ticket quality, documentation, and customer communications.
• Experience with IT service management or ticketing systems.
• Ability to mentor Service Desk engineers and provide guidance.
• Excellent communication skills in English (B2+).

Responsabilidades

• Serve as hands-on technical lead within MSP Service Desk.
• Own and drive resolution of P1/P2 incidents from start to finish.
• Monitor queues, enforce ticket quality and documentation standards.
• Provide real-time technical guidance and mentoring to engineers.
• Collaborate with internal teams during service disruptions.

Conocimientos

L2/L3 troubleshooting

Incident ownership

MS 365 & Azure

Ticket queue management

SLA/SLO management

Mentoring

Communication

MSP environment

English proficiency

Herramientas

Autotask

IT Glue

Kaseya

MSP ticketing systems

Descripción del empleo

Jobvite, Inc. is seeking a Senior Service Desk Lead to operate as a hands-on technical leader within a remote LATAM MSP environment. You will manage complex L2/L3 issues, own P1/P2 incidents, and mentor Service Desk engineers while ensuring SLA/SLO adherence and high-quality customer communications.

The role emphasizes strong collaboration, clear incident coordination, and proactive risk identification, with a non-management scope and a remote-friendly schedule.