Job Description
A leading MSP working at enterprise solutions echelon is looking for an experienced Service Desk Team Lead. You will play a pivotal role in supporting your team of 4 Service Desk Engineers by providing guidance on both process-related and technical queries. You will work closely with your team to ensure high-quality service delivery, developing and implementing strategies for continuous improvement in client relations and support processes.
Ideally, you would have prior experience in managing a busy Service Desk environment, preferably at another MSP / Managed Services Provider, as well as qualifications in IT service management (ITIL).
In addition to your IT Service Management background, you should be familiar with the following technologies:
* Office 365 – user maintenance, license management, and all aspects of associated admin portals such as Exchange, Teams, SharePoint.
* Azure – familiarity with Azure portal, tenancy migrations, Azure SQL, WebApps, VMs, cost analysis.
* EndPoint Manager – MDM, MAM, Compliance, policies.
* Networking – converged networks, VLANs, WAN routing, DNS.
* Firewalls – Cisco, Draytek, port redirection, NAT, NAPT.
* Webhosting – CPanel, Linux.
* Telephony – Linux PBX, SIP Trunks, WLR, Call routing.
* Connectivity – Leased Lines, LLU, xDSL.
* WiFi – 802.x, Footfall, data capture, reporting.
* Servers – Windows, Linux, PF Sense, Active Directory, Group Policy.
* Workstations – Windows 10+, printing, Office 365.
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