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+