Help Desk Engineer

Must have team leading experience!

Job Description

We are looking for a hands-on IT Helpdesk Team Lead to manage the offshore Helpdesk team and handle L2/L3 technical escalations. The role requires strong end-user support experience across Windows, macOS, Microsoft 365, networking, endpoint tools, and ITSM processes.

The candidate will act as the primary offshore SPOC, manage ticket queues and escalations, ensure SLA adherence, coach L1/L2 technicians, improve support processes, and personally resolve complex technical issues.

Key Responsibilities:

. Lead and manage the offshore IT Helpdesk (Tier I) Support team that runs multiple shifts to provide 24 x 5 coverage, and on call during weekends.

. Act as the primary owner, SPOC for offshore IT support operations.

. Provide hand-on remote support using RDP, Bomgar, or similar tools for end-user hardware, software, mobile devices, printers, Microsoft 365, and collaboration platforms.

. Own ticket queue health, SLA tracking, backlog review, aging tickets, and escalation follow-up.

. Guide and coach L1/L2 technicians on troubleshooting, documentation, ticket handling, and escalation process.

. Troubleshoot and resolve complex Windows, macOS, network, security, and access-related issues.

. Provide high-touch / white-glove support to executives and VIP employees, addressing IT needs promptly and efficiently with a high level of care and attention to detail.

. Ensure tickets are properly triaged, prioritized, documented, and resolved within SLA.

. Manage customer/stakeholder communication for high-priority incidents and escalations.

. Coordinate with onsite teams, vendors, and internal technical teams for timely issue resolution.

. Drive process improvements to reduce repeat issues and improve service quality.

. Create and maintain SOPs, knowledge base articles, troubleshooting guides, and support documentation to improve self-service and support team effectiveness.

. Review ticket quality and identify recurring issues for permanent fixes.

. Manage incidents and service requests within ServiceNow, ensuring accurate documentation, timely updates, SLA compliance, and adherence to established support processes.

. Support P1/P2 incident response and recovery efforts to minimize business impact.

. Maintain IT asset inventory records and support asset lifecycle management processes.

. Participate in on-call support rotations and provide after-hours support for critical incidents and business-impacting issues

. Analyze support metrics and operational trends, and publish monthly KPIs, SLA performance reports, and service improvement recommendations for leadership review.

Required Skills

. 6 - 9 years of experience in IT Helpdesk, Service Desk, Desktop Support, EUC Support.

. 1-2+ years of experience as Team Lead, Shift Lead, SPOC, SME, Escalation Engineer, or Senior IT Support Engineer.

. Strong hands-on L2/L3 troubleshooting experience across Windows 10/11 and macOS.

. Experience supporting Lenovo laptops, MacBooks, iOS, and Android devices.

. Strong Microsoft 365 / Office 365 support experience.

. Good understanding of Active Directory, DNS, DHCP, TCP/IP, wired/wireless connectivity, VPN, and basic network troubleshooting.

. Experience with ServiceNow ITSM tool for ticket management, SLA tracking, queue monitoring, and reporting.

. Basic to intermediate knowledge of Intune, JAMF, SCCM.

. Ability to manage escalations, prioritize work, and coordinate with multiple stakeholders.

. Strong documentation skills, ticket quality discipline, and SOP/knowledge base writing experience.

. Good team management skills including coaching, shift coordination, work allocation, and performance monitoring.

. Clear communication skills and ability to work in a fast-paced support environment.

. Comfortable working in rotational shifts, including late evening and night shifts.

Preferred Skills

. JAMF experience or JAMF 100 certification.

. ITIL Foundation certification or ITIL process understanding.

. SCCM administration or endpoint management experience.

. Intune administration exposure.

. Printer troubleshooting experience with Zebra, HP, Canon, or Konica.

. Asset management process exposure.

. Experience supporting US-based customers or offshore delivery models