Service Desk Lead
ITTConnect
IT Service Desk Team Leader ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: Lead and Manage the IT Services and Service Desk Level 1/2 team Oversee incident and request management, ensuring SLA/KPI compliance Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems Implement and enhance ITIL-based service management processes Coordinate with Infrastructure, DevOps and Cyber Security teams Manage vendors, contracts and outsourced services Oversee IT asset lifecycle (procurement, inventory, maintenance) Drive service improvement initiatives and IT related projects Support audits, business continuity (BCP) and operational risk management Provide hands-on IT support Requirements 10+ years of experience in IT Support / Service Desk L1/2 2+ years of experience leading IT teams Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange Experience with cloud platforms such as Azure, or AWS Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls) Experience with ticketing systems (e.g., Jira, ServiceNow) Scripting experience (PowerShell, Bash) Experience with virtualization platforms (VMware, Hyper-V) Experience with virtual desktop infrastructure (VDI – e.g. Citrix) Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices Understanding of data privacy, regulatory requirements, and cybersecurity in finance Experience with vendor and project management Fluency in Spanish or Portuguese is a plus
Vacancy posted 5 days ago
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