Senior Enterprise Service Desk Lead (Remote)

ScalableOS; South Africa; Remote; ZAR 600,000 - 900,000; Full time

Job summary

ScalableOS is seeking a Sr. Enterprise Service Desk Analyst for a remote role. You will resolve complex technical issues, own escalations, and deliver white-glove support to clients across endpoints, cloud, and core systems.

In addition to advanced troubleshooting, you will mentor peers, improve service desk effectiveness, and ensure a high standard of client satisfaction, while collaborating with engineering teams on major incidents.

Qualifications

• Degree in IT or related field or equivalent experience.
• Relevant certifications (Microsoft, CompTIA, etc.) preferred.
• 5+ years of IT support, service desk, or systems support roles.

Responsibilities

• Serve as the primary escalation point for ESD Analysts on complex or high-priority issues.
• Own and resolve advanced technical issues across endpoints, cloud, and core systems.
• Take ownership of aging or high-impact tickets to drive resolution.
• Mentor junior staff and uphold high standards of client experience.
• Deliver white-glove support via phone, email, and remote sessions.
• Collaborate with engineering teams on escalated issues and major incidents.

Job description

ScalableOS is seeking a Sr. Enterprise Service Desk Analyst for a remote role. You will resolve complex technical issues, own escalations, and deliver white-glove support to clients across endpoints, cloud, and core systems.

In addition to advanced troubleshooting, you will mentor peers, improve service desk effectiveness, and ensure a high standard of client satisfaction, while collaborating with engineering teams on major incidents.