Service Desk Team Lead

Responsibilities

• Lead, manage, and develop a team of L1 cloud support engineers
• Own day-to-day service desk operations, including incidents, service requests, and system alerts
• Ensure continuous monitoring and proactive identification of issues across cloud infrastructure
• Provide guidance on initial troubleshooting for compute, storage, networking, and access issues
• Act as the primary escalation point for L1 support
• Drive adherence to SLAs, KPIs, and operational targets
• Plan and manage shift schedules for optimal coverage, including 24/7 operations
• Enforce ITIL-aligned processes across incident, problem, and change management
• Identify and implement process improvements and automation opportunities

Requirements

• 5+ years of experience in IT or cloud support environments
• 2–3 years of experience in a supervisory or team lead capacity
• Relevant cloud certifications (AWS, Azure, or equivalent)
• ITIL Foundation certification preferred
• Working knowledge of public cloud platforms (AWS, Azure, OCI)
• Understanding of private cloud and virtualization technologies (VMware, OpenStack, Hyper-V)
• Familiarity with monitoring, alerting, and observability tools
• Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)
• Basic administration of Linux and/or Windows environments
• Experience with ITSM / ticketing platforms (ServiceNow, Jira, Remedy)