Senior Administrator - English, French, Microsoft Windows

About the role

We are seeking an experienced Service Desk Lead with around 6 years of experience in IT Service Desk and end-user support operations, including experience leading teams in a global service environment. The ideal candidate will be responsible for managing day-to-day Service Desk operations, driving SLA performance, handling escalations, mentoring team members, and ensuring a high-quality end-user experience.

What you'll do

• Lead and manage daily Service Desk operations, including workload allocation, queue monitoring, shift handovers, and incident/service-request management
• Monitor and drive performance against SLAs, KPIs, response and resolution targets, while identifying areas for service improvement
• Manage customer escalations, high-priority incidents, and major incidents, coordinating with Infrastructure, Network, Security, Application, and other resolver groups
• Coach and mentor Service Desk analysts, provide technical guidance, conduct knowledge-sharing sessions, and support overall team capability development
• Maintain and improve SOPs, knowledge articles, troubleshooting documentation, and escalation procedures while ensuring adherence to ITIL processes

What you need

• 6–11 yrs of experience
• Windows
• Active Directory
• Troubleshooting
• ITIL
• Office 365
• ServiceNow
• Any graduate

Good to have

• Root cause analysis
• Network security
• SOP writing