Service Desk Lead & Incident Management

Prime System Solutions

Lahore

On-site

PKR 16,593,000 - 24,889,000

Full time

8 days ago

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Job summary

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee daily operations, incident management, and service delivery. The role emphasizes leadership, escalation handling, and hands-on technical guidance for Microsoft 365, Azure, Entra ID, and Windows endpoints.

The successful candidate will translate strategic IT priorities into actionable daily work, supervise a Service Desk team, and ensure high-quality customer service while maintaining SLA and SOP adherence.

Qualifications

3–5 years in a Help Desk, Service Desk, or MSP environment.
1+ year in a supervisory or team lead position.
Hands-on experience with Microsoft 365, Azure, Entra ID, and Windows endpoints.
Strong written and verbal communication skills.
Onsite work capability in the stated location.

Responsibilities

Oversee daily Service Desk operations and ensure SLA/SLO targets are met.
Lead, coach, and develop Service Desk engineers with clear performance expectations.
Act as incident lead for P1 and P2 incidents and coordinate resolution.
Provide hands-on technical leadership for MS 365, Azure, Entra ID, and Windows endpoints.
Maintain customer-facing communication during incidents and drive post-incident reviews.
Maintain knowledge base, SOPs, and documentation within IT Glue and Autotask.
Prepare weekly performance reports and support strategic staffing and improvements.