Senior Engineer - Global Service Desk

About the role

Senior Engineer - Global Service Desk is responsible for delivering exceptional end-user support while providing day-to-day operational support to the Global Service Desk team. The role acts as the primary escalation point within the shift, ensuring service excellence, operational efficiency, SLA compliance, and a high standard of customer experience across global support operations.

What you'll do

• Provide day-to-day support and guidance to Global Service Desk engineers across assigned shifts
• Act as the first point of escalation for operational issues, customer concerns, and service delivery challenges
• Monitor team performance, workload distribution, and queue health throughout the shift
• Ensure adherence to operational procedures, support standards, and ITSM processes
• Drive shift handovers and ensure seamless continuity across global support teams

What you need

• Active Directory
• Office 365
• IAM
• Troubleshooting

Good to have

• ITIL