Job Summary

We are looking for an experienced Service Desk Lead to manage daily IT support operations, lead L1/L2 engineers, ensure SLA compliance, and oversee Microsoft 365 and End User Computing support.

Key Responsibilities

•  Service Desk Operations: Manage shift operations, ticket queues, prioritization, SLA compliance, and shift handovers.
• Team Leadership: Guide, mentor, and monitor L1/L2 engineers; drive training and knowledge sharing.
• Incident Management: Handle critical incidents, escalations, stakeholder communication, and root cause analysis.
• Reporting & Governance: Track SLA, MTTR, FCR, and CSAT; prepare operational reports and drive service improvements.
• Technical Oversight: Guide troubleshooting for Microsoft 365, Exchange Online, Teams, SharePoint Online, Intune, Active Directory, and Windows environments.
•  Process Compliance: Ensure adherence to ITIL practices and established service management processes.

• Technical: Microsoft 365, Exchange Online, Teams, SharePoint Online, Intune, Active Directory, Windows Administration, and ITSM tools.
• ITSM Platforms: ServiceNow, ManageEngine, Jira Service Management, Freshservice, or BMC Remedy.
• Leadership: Team management, shift planning, escalation handling, customer management, and stakeholder communication.

Preferred Certifications

• ITIL Foundation V4
• MS-102, MD-102, or AZ-900

Key Performance Indicators (KPIs)

• SLA compliance: Above 95%
•  Customer satisfaction (CSAT): Above 90%
• Improved First Call Resolution (FCR)
• Reduced ticket backlog and MTTR
• Effective escalation and incident management

Why Join BXI Technology?

• Work on innovative AI, cloud, and cybersecurity solutions.
• Collaborate with leading technology partners.
• Access continuous learning and career development opportunities.
• Enjoy a dynamic work environment with competitive compensation.

About BXI Technology

BXI Technologies is a purpose-driven technology company focused on engineering, AI, cybersecurity, and cloud solutions. Through its broader ecosystem, BXI combines technology innovation with sustainable business growth and meaningful social impact.