Senior Service Desk Lead - Hands-On Tech Mentor

Prime System Solutions; Lahore; On-site; PKR 2,400,000 - 4,000,000; Full time

Job summary

Prime System Solutions is seeking a Senior Service Desk Lead in Lahore to act as a hands-on technical leader within the Service Desk team. The role emphasizes resolving complex issues, guiding by example, and maintaining high service delivery standards.

Work with the Director of IT & Operations, handling escalations and improving service quality. The role requires strong technical skills in M365, Azure, Entra ID, Windows endpoints, and incident management, with a focus on SLA/SLO compliance and

Qualifications

• 3+ years of experience in a Service Desk or MSP
• Strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows endpoints
• Experience working with ticketing systems and managing technical escalations
• Strong troubleshooting and problem-solving abilities
• Excellent communication and technical documentation skills
• Ability to manage multiple priorities while maintaining service quality

Responsibilities

• Hands-on technical leadership with complex Level 2/3 issues
• Primary escalation point for high-impact incidents
• Lead troubleshooting across M365, Azure, Entra ID, and related tech
• Support Windows 10/11 endpoints and identity/access issues
• Take ownership of P1 and P2 incidents from identification to resolution
• Monitor and manage Service Desk queues daily
• Ensure SLAs/SLOs are met and ticket quality is maintained
• Identify recurring issues and systemic risks
• Act as Incident Lead during major disruptions
• Coordinate with Centralized Services, Projects, and Leadership
• Provide technical mentoring and feedback to engineers
• Onboard and develop new team members
• Provide insights into Service Desk trends and risks
• Recommend improvements to workflows, automation, and tools
• Identify opportunities to improve service delivery and efficiency

Skills

3+ years in Service Desk/MSP

Microsoft 365

Azure

Entra ID

Windows endpoints

Ticketing systems

Troubleshooting

Communication & documentation

Prioritization & multitasking

Tools

Autotask

IT Glue

Job description

Prime System Solutions is seeking a Senior Service Desk Lead in Lahore to act as a hands-on technical leader within the Service Desk team. The role emphasizes resolving complex issues, guiding by example, and maintaining high service delivery standards.

Work with the Director of IT & Operations, handling escalations and improving service quality. The role requires strong technical skills in M365, Azure, Entra ID, Windows endpoints, and incident management, with a focus on SLA/SLO compliance and