Senior Enterprise Service Desk Lead (Remote)

ScalableOS; Nederland; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to resolve complex technical issues and own escalations.

You will lead critical problem-solving across endpoints, cloud, and core systems, and mentor junior analysts to maintain a high standard of client support. In this remote role, you will deliver white-glove service via phone, email, and remote sessions, maintain thorough documentation, adhere to SLAs, and collaborate with engineering on major incidents while promoting best

Qualifications

• Degree in IT or related field.
• 5+ years in IT support or service desk.
• Experience in MSP or client-facing environments.
• Strong troubleshooting across endpoints, M365, and user environments.
• Experience with Active Directory and identity management.
• Familiar with Intune or similar endpoint management tools.
• Solid networking fundamentals: DNS/DHCP/TCP-IP.
• Experience with virtualization (VMware/Hyper-V).
• Excellent communication and client service.
• Strong documentation and process orientation.
• Ability to manage multiple escalations and priorities.
• Ownership mindset; works independently; calm under pressure.

Responsabilités

• Serve as primary escalation point for complex issues.
• Own and resolve advanced technical issues across systems.
• Manage aging/high-impact tickets to resolution.
• Escalate to engineering when needed with context.
• Communicate status and timelines clearly to clients.
• Participate in on-call rotation.
• Provide day-to-day guidance to analysts.
• Deliver white-glove support via phone, email, remote.
• Maintain ticketing and knowledge base docs.
• Ensure SLAs and KPIs adherence.
• Identify trends and suggest improvements.
• Collaborate with engineering on major incidents.

Connaissances

MSP experience

5+ years IT support

Troubleshooting

Microsoft 365

AD/Identity

Intune

Networking basics

VMware/Hyper-V

Customer service

Documentation

Multi-escalation

Ownership

Independent work

Calm under pressure

Teamwork

Continuous learning

Formation

IT degree

Outils

Intune

Description du poste

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to resolve complex technical issues and own escalations.

You will lead critical problem-solving across endpoints, cloud, and core systems, and mentor junior analysts to maintain a high standard of client support. In this remote role, you will deliver white-glove service via phone, email, and remote sessions, maintain thorough documentation, adhere to SLAs, and collaborate with engineering on major incidents while promoting best