Service Desk Lead

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

Senior Service Desk Lead

Location: Remote LATAM

What you will be doing:

We are looking for a Senior Service Desk Lead to serve as a hands-on technical leader within an MSP Service Desk environment. This is a senior individual contributor position responsible for resolving complex technical issues, managing escalations, maintaining service standards, and providing operational visibility while actively working tickets alongside the team.

You will maintain an active ticket load focused on complex L2 and L3 issues, serve as the primary escalation point for high-impact and unresolved incidents, and lead troubleshooting across Microsoft 365, Azure, Entra ID, Windows endpoints, and identity and access issues. You will also own P1 and P2 incidents from identification through resolution, ensuring clear communication and appropriate coordination across technical and leadership teams.

The role will monitor Service Desk queues, support SLA and SLO adherence, enforce ticket quality and documentation standards, and identify recurring issues and operational risks. You will provide real‑time technical guidance and mentoring to Service Desk engineers, review tickets for quality, and support the onboarding and technical development of new team members.

This is not a people‑management or project‑management position. The role does not include responsibility for performance reviews, disciplinary actions, or other HR management functions.

Required Skills & Experience

• 3+ years of experience in a Service Desk, Help Desk, or MSP environment.
• Strong hands‑on experience resolving complex L2 and L3 technical issues.
• Experience troubleshooting Microsoft 365, Azure, Entra ID, Windows 10/11 endpoints, and identity and access issues.
• Experience owning P1 and P2 incidents from identification through resolution.
• Experience monitoring and managing Service Desk ticket queues.
• Understanding of SLA and SLO management within a technical support environment.
• Experience reviewing ticket quality, technical documentation, escalation accuracy, and customer communications.
• Experience with IT service management or ticketing systems.
• Ability to provide hands‑on technical guidance and mentoring to Service Desk engineers.
• Strong communication and documentation skills.
• Ability to communicate clearly with internal teams and customers during service disruptions.
• Availability to work SG Computers’ standard Monday through Friday schedule, approximately 8:30 a.m. to 6:00 p.m.
• English proficiency: B2+.

Good to have:

• Experience with Autotask and IT Glue.
• Previous experience as a Senior Service Desk Engineer, Senior Help Desk Engineer, or Escalation Engineer.
• Experience working within an MSP environment supporting multiple customers.
• Experience acting as an Incident Lead during major service disruptions.
• Experience identifying recurring technical issues, operational risks, and opportunities for workflow or tooling improvements.
• Familiarity with Kaseya or other MSP management platforms.

Soft Skills

• Strong technical leadership and the ability to lead by example.
• Excellent troubleshooting and analytical skills.
• Clear and professional customer communication.
• Ability to remain organized and composed during high‑priority incidents.
• Strong ownership and accountability for incidents through resolution.
• Ability to provide constructive technical guidance and feedback.
• Proactive approach to identifying risks, recurring issues, and service improvements.
• Strong collaboration across Service Desk, Centralized Services, Professional Services, and leadership teams.
• Commitment to service quality, documentation, and a white-glove customer experience