Senior Engineer - Global Service Desk
Posted
Summary
Senior engineer on TMF Group's Global Service Desk who leads shifts, acts as first escalation point, manages complex incidents/requests to SLA, coordinates P1/P2 major incident response, and coaches service desk engineers while enforcing ITSM processes, ticket hygiene, and service improvements.
Service Desk Operations Leadership
- Provide day-to-day support and guidance to Global Service Desk engineers across assigned shifts.
- Act as the first point of escalation for operational issues, customer concerns, and service delivery challenges.
- Monitor team performance, workload distribution, and queue health throughout the shift.
- Ensure adherence to operational procedures, support standards, and ITSM processes.
- Drive shift handovers and ensure seamless continuity across global support teams.
- Support management in achieving operational KPIs and service targets.
Incident & Request Management
- Manage complex incidents and service requests requiring advanced troubleshooting.
- Ensure incidents are correctly logged, categorized, prioritized, and assigned.
- Drive timely incident resolution while maintaining SLA and OLA commitments.
- Review escalated tickets before assignment to L2/L3 teams to ensure quality and completeness.
- Ensure all customer communications are accurate, timely, and professional.
Major Incident Support
- Identify potential Priority 1 and Priority 2 incidents and initiate appropriate escalation procedures.
- Coordinate with Major Incident Managers and technical teams during critical service disruptions.
- Assist with business impact assessments and service restoration activities.
- Support communication activities during major incidents and high-priority outages.
Team Coaching & Development
- Provide mentoring, coaching, and knowledge sharing to Service Desk engineers.
- Conduct quality reviews of tickets and customer interactions.
- Support onboarding and training of new team members.
- Identify skill gaps and recommend development plans.
- Promote knowledge management and continuous learning initiatives.
Operational Governance & Compliance
- Monitor compliance with incident management standards and ticket hygiene requirements.
- Ensure documentation, work notes, and customer updates meet organizational standards.
- Drive adherence to shift schedules, attendance expectations, and operational processes.
- Support audit readiness activities and process compliance reviews.
Service Improvement
- Identify recurring incidents, process bottlenecks, and opportunities for automation.
- Contribute to knowledge base creation and maintenance.
- Recommend improvements that increase First Call Resolution (FCR) and reduce ticket backlog.
- Participate in service improvement projects, reporting initiatives, and operational transformation programs.
Stakeholder Management
- Build strong relationships with business users and technology teams.
- Provide regular updates to leadership on operational issues and service risks.
- Coordinate activities with Global Technology Operations, Workplace Support, and Engineering teams.
- Ensure customer escalations are managed effectively and professionally.