JD Power

Service Desk Team Lead

Skills

Computer ScienceContinuous ImprovementEasily AdaptableIdentity And Access ManagementMicrosoft 365Operations ManagementReadiness

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Post-secondary diploma or degree in IT, Computer Science, Business, or related field, or equivalent experience
5+ years experience in Service Desk, Technical Support, End User Services, or IT Operations
2+ years leadership, supervisory, mentoring, or team lead experience
Experience in ITIL-based service management environments
Experience supporting geographically distributed teams and business users
Experience managing escalations, major incidents, and high-priority disruptions
Experience with ITSM platforms such as Jira Service Management, ServiceNow, or Freshservice
Microsoft 365 Administration
Microsoft Entra ID / Active Directory
Microsoft Intune and Endpoint Management
Remote Support Platforms
Device lifecycle and asset management
Identity and Access Management
Microsoft Teams and collaboration technologies
Knowledge management and documentation practices
Service reporting and operational dashboards

Provide day-to-day leadership for Service Desk operations supporting users across Europe and Australia
Act as the regional escalation point for complex incidents, major disruptions, and high-priority requests while coordinating swift resolution
Coach analysts, lead team routines, improve knowledge sharing, and drive continuous service improvements
Manage service levels, monitor queues and backlogs, and support stakeholder communications across internal teams and vendors
Apply technical expertise across Microsoft 365, Entra ID, Intune, device management, and ITSM processes to deliver reliable support