Senior Engineer (Level 1 Lead) — Service Desk Lead | (WY)
Senior Engineer (Level 1 Lead) — Service Desk Lead
Job Type: Full-time | Onsite / Remote / Hybrid
Experience: 2–4 years
About the Role
Own and stabilize the Level 1 service desk by leading triage, improving first-contact resolution, mentoring junior engineers, and driving SLA hygiene. Ensure escalations to Level 2 are high-quality and reduce repeat incidents. Best suited for teams needing a shift lead to stabilize service quality.
What You'll Do
Lead daily L1 queue triage: prioritize, assign, manage workload to hit SLA targets
Handle complex L1 cases (mail profiles, recurring user issues, endpoint tuning)
Perform Microsoft 365 admin-lite tasks (user/group/license support) where permitted
Maintain and improve knowledge base articles and SOPs; coach L1 engineers
Identify repeat-incident patterns and propose fixes/preventative checks
Escalate to Level 2 with complete evidence (logs, repro steps, impact summary)
Support IT asset tagging and inventory governance
Provide service reporting inputs (top categories, recurring issues, SLA risks)
Requirements
Diploma in IT/Computer Science or equivalent experience
2–4 years in service desk/desktop support with SLA exposure
Experience as shift lead, team lead, or escalation point preferred
Advanced Windows/macOS troubleshooting; root-cause identification at endpoint level
Outlook profile/mailbox troubleshooting; printer queue/driver management
MS 365 admin-lite (users, groups, licenses); basic identity/access troubleshooting
Leadership without ego: calm under pressure, strong coaching & stakeholder communication
Nice to Have
ITIL Foundation (preferred), Microsoft 365 Fundamentals (MS-900), CompTIA Network+