Lead Help Desk Engineer (IGT1 Lanka: Sitecore)

Lead Help Desk Engineer (IGT1 Lanka: Sitecore)

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates. We're also proud to be a sister company of IFS, Sri Lanka's largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

Sitecore delivers a composable digital experience platform that empowers the world's smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L'Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

Job Description

We are seeking an experienced and proactive Lead Helpdesk Engineer to join our global support team. This role is critical in delivering Tier 1 and Tier 2 technical support, ensuring operational excellence, and maintaining a high standard of end-user satisfaction. As a Lead Help Desk Engineer, you will provide high-level remote technical support to a global user base within the IT Service Desk team. You will act as a subject matter expert (SME), support junior team members, help ensure smooth daily operations, meet high service quality requirements, and continuous improvement.

Key responsibilities:

• Deliver high-quality, remote technical support to a global user base across multiple departments, supporting Windows, macOS, and related hardware and peripherals.
• Troubleshoot and resolve hardware, software, network, and cloud service issues.
• Utilize ServiceNow for universal requests, incident management, problem resolution, and knowledge base creation and management.
• Deliver exceptional customer service via ServiceNow and MS Teams, consistently meeting or exceeding end-user satisfaction targets.
• Act as the primary point of escalation for complex or high-impact incidents. Liaise with L2/L3 support teams and vendors to resolve escalated technical issues efficiently.
• Provide technical input and end-user impact assessments for projects.
• Maintain accurate and timely updates of incidents and service requests in ServiceNow, ensuring adherence to defined SLAs and KPIs.
• Handle user administration tasks such as password resets, account unlocks, and access provisioning via Azure AD and on-prem AD.
• Assist with the support and management of SharePoint sites, libraries, and permissions.
• Create, maintain, and update Knowledge Base (KB) articles and documentation to enable team efficiency and continuous learning.
• Identify recurring incidents or root causes and collaborate with appropriate teams to implement long-term fixes.
• Work closely with the IT Service Desk Manager and assist with daily operational oversight, including ticket queue management, shift handovers, and reporting.
• Analyze ticket trends and suggest improvements in support processes.
• Work according to a 24x5 roster.

Qualifications

Preferred skills and experience:

• 6+ years of solid experience in IT Support, IT ServiceDesk environments, with at least 3+ years in a senior position.

• 5+ years of strong knowledge in ITIL/ITSM Frameworks.

• Strong knowledge of ServiceNow or similar ITSM tools.

• Strong knowledge of Office 365 apps and administration.

• Experience supporting cloud services (Azure AD, SharePoint, Teams, Exchange, MS365)

• Excellent problem-solving skills and the ability to prioritize tasks.

• Strong communication skills, with the ability to explain technical issues in clear and non-technical language.

• Ability to troubleshoot and manage under pressure in a fast-paced, global environment.

• Relevant certifications (e.g., ITIL, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

• Must be available to work around the clock (The role requires delivering operational duties via a 24x5 shift operation)

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.