Senior Service Desk Lead (MSP) at Prime System, Islamabad

Prime System Solutions is a managed IT services company that supports US clients from its offices in Islamabad and Lahore. This senior individual contributor leads by example on complex technical issues.

Key responsibilities

• Hands-On Technical Leadership
• Maintain an active personal ticket workload, focusing primarily on complex Level 2 and Level 3 technical issues
• Serve as the primary escalation point for high-impact and unresolved incidents
• Lead troubleshooting across Microsoft 365, Azure, Entra ID, and related technologies
• Support Windows 10/11 endpoints and identity and access management issues
• Take ownership of Priority 1 (P1) and Priority 2 (P2) incidents from identification through resolution
• Service Desk Operational Management
• Monitor and manage Service Desk ticket queues on a daily basis

Requirements

• 3+ years of experience working in a Service Desk or Managed Service Provider (MSP) environment
• Strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows endpoints
• Experience working with ticketing systems and managing technical escalations
• Strong troubleshooting and problem-solving abilities
• Excellent communication and technical documentation skills
• Ability to manage multiple priorities while maintaining service quality

Nice to have

• Previous experience as a Senior Service Desk Engineer, Senior Helpdesk Engineer, or Escalation Engineer
• Experience with Autotask and IT Glue
• Experience managing P1/P2 incidents and maintaining SLA/SLO compliance
• Previous experience providing technical guidance and mentoring to junior engineers

Location and schedule

• Islamabad
• Full-time

Salary and benefits

The posting does not give a salary figure.

How to apply

Apply on the company's own site.