The Role
Leads service desk operations, incident and change management, and end-user technical support. Troubleshoots hardware, software, network, VPN, email, and access issues; administers accounts and tickets; monitors SLAs and KPIs; documents solutions; collaborates with technical teams; and improves ITSM workflows using ITIL practices.
Summary Generated by Built In
Lead Engineer
Primary Skills
- Manage Product Backlog, Incident Management, ITSM, Desktop Support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, ITIL - Incident Managment, Change Management, Service Desk
Job requirements
- Experience Range: With at least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support. Key Responsibilities: 1. Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets. 2. Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability. 3. Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users. 4. Administer user accounts, password resets, and access requests via Active Directory and ticketing tools. 5. Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base. 6. Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents. 7. Identify and implement process improvements to optimize service desk workflows and increase efficiency. 8. Report on service desk performance, KPIs, and SLA compliance to support operational excellence. Required Skills: 1. Service desk operations 2. Incident management 3. ITSM and ITIL framework expertise 4. Windows 10/11 administration 5. Active Directory management 6. Ticketing tools (ServiceNow, Remedy, Jira Service Management) 7. Microsoft 365 support 8. Remote desktop troubleshooting 9. Network troubleshooting (TCP/IP, VPN) 10. Hardware and software support Preferred Skills: 1. Azure Active Directory administration 2. Endpoint management 3. Basic server administration 4. ITIL governance and escalation management 5. Vendor management 6. KPI and SLA reporting Desired Qualifications: 1. Bachelor's degree in Computer Science, Information Technology, or a related field 2. ITIL Foundation certification 3. Microsoft Certified: Modern Desktop Administrator 4. CompTIA A+ or Azure Fundamentals (AZ-900) certification
Skills Required
- 4 to 6 years of experience in IT service management and service desk operations
- Hands-on experience with incident management and technical support
- Service desk operations experience
- Incident management experience
- ITSM and ITIL framework expertise
- Windows 10/11 administration
- Active Directory management
- Experience with ServiceNow, Remedy, or Jira Service Management
- Microsoft 365 support
- Remote desktop troubleshooting
- Network troubleshooting, including TCP/IP and VPN
- Hardware and software support
- Azure Active Directory administration
- Endpoint management
- Basic server administration
- ITIL governance and escalation management
- Vendor management
- KPI and SLA reporting
- Bachelor's degree in Computer Science, Information Technology, or a related field
- ITIL Foundation certification
- Microsoft Certified: Modern Desktop Administrator certification
- CompTIA A+ or Azure Fundamentals (AZ-900) certification
Brillio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brillio and has not been reviewed or approved by Brillio.
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Healthcare Strength — Healthcare is considered comprehensive, including medical coverage for employees and dependents alongside life, disability, and accidental death protections. Feedback suggests these protections are a core strength of the package.
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Leave & Time Off Breadth — Time-off options include paid leave and parental leave, with flexible or ‘flexible PTO’ approaches cited in some contexts. Feedback suggests this breadth helps support work-life balance when team norms permit usage.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings span counseling, financial-management sessions, fitness programs, and travel insurance, plus region-specific extras like discounted IT hardware and work-from-home essentials. Feedback suggests these add-ons enhance perceived value beyond core insurance.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
