Senior IT Service Desk Lead — Tier 3 & Incident Commander

Transpecos Banks SSB

San Antonio (TX)

In loco

USD 95.000 - 125.000

Tempo pieno

14 giorni+

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Descrizione del lavoro

Transpecos Banks SSB seeks a Tier 3 IT Service Desk Analyst – Lead to partner with infrastructure, cloud, networking, cybersecurity, and apps teams. You will resolve highly complex issues, mentor junior staff, and contribute to automation while maintaining strict compliance in a regulated financial environment.

The role requires deep technical diagnostic skills, strong ITIL discipline, and the ability to communicate with executives during major incidents.

Competenze

4+ years of service desk, technical support, or system administration experience.
Expert-level troubleshooting across Windows OS, Microsoft 365, networking, and enterprise systems.
Strong ITSM/ITIL knowledge and incident/change management adeptness.
Banking or regulated industry experience is preferred.
Experience leading technical teams or service desk functions.

Mansioni

Serve as final escalation point for highly complex issues across systems and apps.
Perform expert diagnosis using logs, PowerShell/Graph tooling, and platform diagnostics.
Mentor Tier 1/2 analysts to improve troubleshooting and customer service.
Lead major incidents as needed, coordinating cross-functional teams.
Maintain ITSM workflows, SLAs, and documentation for audits.
Support system upgrades, security patching, and enterprise changes.