Service Desk Escalation Lead

Dynamixcloud; South Dakota; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and remote-friendly company as a Service Desk Escalation Lead. In this role, you'll oversee the escalation process for support issues, ensuring timely resolutions and collaborating with various teams. Your strong analytical, communication, and problem-solving skills will be essential as you guide the support teams through complex incidents. This innovative firm values continuous learning and offers a flexible work environment, making it an ideal place for professionals seeking growth and impact in their careers. Embrace the opportunity to contribute to a global team dedicated to providing top-notch IT services and support.

Benefits

Remote work friendly

Yearly work from home allowance

Family medical insurance

Mobile and internet allowance

Continuous learning and development

Flexible work environment

Indian holiday calendar with additional personal days

Various types of leave included

Qualifications

• Bachelor's degree in IT or equivalent experience required.
• Proven experience in service desk or IT support with escalation focus.

Responsibilities

• Manage escalation processes for support issues ensuring timely resolution.
• Collaborate with teams to address complex incidents and improve processes.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Interpersonal Skills

Leadership Qualities

Education

Bachelor’s degree in Information Technology

Equivalent Experience

Tools

IT Service Management Tools

Job description

Permanent employee, Full-time · Hyderabad, WFH - IN

Your mission

As a Service Desk Escalation Lead, you will be responsible for managing and overseeing the escalation process for any support issue. This includes prioritizing and assigning tickets, ensuring timely resolution, and collaborating with teams to address complex issues. Strong communication and problem-solving skills are crucial in this role.

Your profile

Key Responsibilities:

• Efficiently handle and oversee the escalation of support issues to ensure timely resolution.
• Act as a point of contact for complex or high-priority incidents that are stuck and need escalation, providing guidance and support to all Dynamix Support Teams.
• Assist with ticket resolution and closure as needed when team members are out of the office or the ticket queue is high.
• Assist in training and mentoring service desk staff on effective problem-solving and escalation procedures.
• Collaborate with team members (SD, FLS, and NOC Teams) to address challenging issues and share expertise for continuous improvement.
• Conduct thorough analysis of escalated incidents, identifying root causes, roadblocks, and proposing preventative measures to enhance overall service desk efficiency.
• Maintain clear communication channels with both internal teams and Customer POC, ensuring transparency and managing expectations during the escalation process.
• Responsible for driving customer-facing meetings or interactions as required for resolution on escalated or aging issues.
• Create and update documentation related to escalation procedures, troubleshooting steps, and incident resolutions for future reference.
• Drive, monitor, and report on key performance indicators related to escalations, providing insights and recommendations for process improvements across the organization.
• Collaborate with other teams, including internal teams and infrastructure, to streamline incident resolution processes and enhance overall IT service delivery.
• Proactively identify opportunities for service desk process improvements, suggesting and implementing changes to optimize workflow and enhance customer satisfaction.

Requirements:

• Bachelor’s degree in information technology or related field (or equivalent experience).
• Proven experience in a service desk or IT support role, with a focus on escalation management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Familiarity with IT service management tools and processes.
• Leadership experience or demonstrated leadership qualities.

Why us?

Dynamix Work Environment and Benefits:

• Remote work friendly.
• Great scope for further learning and development.
• Indian holiday calendar with 5 additional personal days.
• Indian standard leave policy which includes Personal Time Off / Vacation / Sick Leaves / Time off to volunteer / Maternity Leave / Paternity Leave and various other types of leaves included.
• Yearly work from home allowance, performance reviews, and variable pay.
• Mobile and internet allowance.
• Family medical insurance.
• Lucrative pay package on par with industry standards and matching your skill & experience.
• Continuous learning and development on life skills & career skills.
• You will join a fast-growing scale-up with a lot of opportunities to develop yourself within the company.
• You will join a diverse and international team across 3 continents.
• You will work in a fun and informal environment.
• We are a flexible and remote-friendly company.

Dynamix provides IT, communication, and cybersecurity services to companies that need practical solutions and responsive support. We’ve been doing this for over a decade, with a global team based in the United States, the Netherlands, the Philippines, and India.

We work with customers in more than 55 countries. Our projects vary, but the goal stays the same: help businesses move forward by making technology work for them.

As a team, we focus on clarity, accountability, and progress. Everyone plays a role in building systems that solve real issues and support long-term growth. We keep communication open, responsibilities clear, and collaboration easy.

If you're looking to work with experienced people who care about doing things right, Dynamix is a place where your skills can make a difference.