Service Desk Lead

Senior Service Desk Lead

Location: Remote LATAM

What you will be doing:

We are looking for a Senior Service Desk Lead to serve as a hands-on technical leader within an MSP Service Desk environment. This is a senior individual contributor position responsible for resolving complex technical issues, managing escalations, maintaining service standards, and providing operational visibility while actively working tickets alongside the team.

You will maintain an active ticket load focused on complex L2 and L3 issues, serve as the primary escalation point for high-impact and unresolved incidents, and lead troubleshooting across Microsoft 365, Azure, Entra ID, Windows endpoints, and identity and access issues. You will also own P1 and P2 incidents from identification through resolution, ensuring clear communication and appropriate coordination across technical and leadership teams.

The role will monitor Service Desk queues, support SLA and SLO adherence, enforce ticket quality and documentation standards, and identify recurring issues and operational risks. You will provide real-time technical guidance and mentoring to Service Desk engineers, review tickets for quality, and support the onboarding and technical development of new team members.

This is not a people-management or project-management position. The role does not include responsibility for performance reviews, disciplinary actions, or other HR management functions.

Required Skills & Experience

• 3+ years of experience in a Service Desk, Help Desk, or MSP environment.
• Strong hands-on experience resolving complex L2 and L3 technical issues.
• Experience troubleshooting Microsoft 365, Azure, Entra ID, Windows 10/11 endpoints, and identity and access issues.
• Experience owning P1 and P2 incidents from identification through resolution.
• Experience monitoring and managing Service Desk ticket queues.
• Understanding of SLA and SLO management within a technical support environment.
• Experience reviewing ticket quality, technical documentation, escalation accuracy, and customer communications.
• Experience with IT service management or ticketing systems.
• Ability to provide hands-on technical guidance and mentoring to Service Desk engineers.
• Strong communication and documentation skills.
• Ability to communicate clearly with internal teams and customers during service disruptions.
• Availability to work SG Computers’ standard Monday through Friday schedule, approximately 8:30 a.m. to 6:00 p.m.
• English proficiency: B2+.

Good to have:

• Experience with Autotask and IT Glue.
• Previous experience as a Senior Service Desk Engineer, Senior Help Desk Engineer, or Escalation Engineer.
• Experience working within an MSP environment supporting multiple customers.
• Experience acting as an Incident Lead during major service disruptions.
• Experience identifying recurring technical issues, operational risks, and opportunities for workflow or tooling improvements.
• Familiarity with Kaseya or other MSP management platforms.

Soft Skills

• Strong technical leadership and the ability to lead by example.
• Excellent troubleshooting and analytical skills.
• Clear and professional customer communication.
• Ability to remain organized and composed during high-priority incidents.
• Strong ownership and accountability for incidents through resolution.
• Ability to provide constructive technical guidance and feedback.
• Proactive approach to identifying risks, recurring issues, and service improvements.
• Strong collaboration across Service Desk, Centralized Services, Professional Services, and leadership teams.
• Commitment to service quality, documentation, and a white-glove customer experience