Service Desk Team Leader

Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites. Tickets live in ConnectWise and everyone logs time to the quarter hour.

Position summary:

We are adding a Service Desk Team Leader to our Service Desk team. Our Service Desk team closes around 600 tickets a month and needs one more person on the desk. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years.

Your responsibilities:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Escalate network, server and application problems to the right team with clear notes.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Install and update approved software and remove anything unlicensed.
• Track hardware inventory and warranty status in the asset system.

Qualifications:

• CompTIA A+ certification or equivalent hands-on experience.
• Working knowledge of Windows 10/11 and basic macOS support.
• Customer service skills and patience with non-technical users.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Familiarity with Microsoft 365 admin tasks.
• High school diploma or GED required. Associate degree in IT preferred.
• Experience with Active Directory user and group management.

$1,050 - $1,400 monthly

Pay and benefits:

• Paid in USD.
• Long-term engagement.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Ledgercraft.