Service Desk Engineer
Core
Lead the Service Desk team and manage infrastructure monitoring to ensure timely IT support and proactive system visibility.
Role type
Senior Service Desk Team Lead / Monitoring Engineer
Builds
IT support services, monitoring dashboards, and incident response workflows
Domain
IT Operations / Infrastructure Monitoring / Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL process management, incident and change management, SLA monitoring, Site24x7, SolarWinds, PRTG, ServiceNow, VMware vSphere, Microsoft 365, Azure AD, Intune, PowerShell, Bash, Python, TCP/IP, DNS, DHCP, SAML, OAuth
Preferred skills
Cross-functional collaboration, knowledge base management, training and mentoring, custom metric configuration, alerting rule design, SOC tool compliance
Technologies
Site24x7, SolarWinds, PRTG, ServiceNow, VMware vSphere, NetApp, Citrix, Microsoft 365, Azure AD, Intune, Azure, PowerShell, Bash, Python
Responsibilities
Lead and manage the Service Desk team, Own Incident/Service Request/Change Management processes, Monitor service desk performance metrics, Manage Site24x7 monitoring platform, Diagnose and triage alerts, Create dashboards and reports, Provide training and mentoring to junior engineers
Seniority
Senior, hands-on IC with leadership responsibilities
