Senior Service Desk Engineer

ABOUT US

Davis Technology Management is a successful technology company in the IT staffing, Technology Consulting and IT Managed Services sector. Our focus is crafting technical and staffing solutions that empower businesses and foster growth. Our foundation is built on a commitment to our Core Values, and a team dedicated to bridging the gap between innovative IT solutions and businesses seeking to navigate the complexities of the digital age.

At the heart of everything we do, we’re dedicated to exceeding expectations and creating RAVING FANS both within our internal team and amongst our clients.

Davis Technology Management

Position Overview

We are seeking a Senior Service Desk Engineer to provide advanced technical support to enterprise clients and serve as a senior member of the service desk team.

This role acts as a technical escalation point, supports service delivery operations, and helps improve support processes. This position is also designed for someone ready to grow into a Lead or Service Delivery role.

The ideal candidate has strong troubleshooting skills, experience in enterprise environments, and understands how to operate within an SLA-driven support model.

Key Responsibilities

Technical Support

• Provide Tier II and Tier III support across multiple client environments
• Troubleshoot hardware, software, access, and system issues
• Support Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools
• Manage user accounts, permissions, and device configurations
• Support remote and onsite users, including executives
• Resolve tickets within defined service levels
• Perform root cause analysis to prevent repeat issues

Service Delivery & ITIL Operations

• Follow and support Incident, Request, and Escalation Management processes

• Ensure tickets are properly prioritized, documented, and resolved

• Assist in improving service desk workflows and procedures

• Contribute to documentation and knowledge base articles

• Identify recurring issues and recommend improvements

• Support change management activities when required

• Help maintain high service levels and client satisfaction

Escalations & Operational Support

• Act as escalation point for complex or high-priority issues

• Assist with major incident response and resolution

• Work with infrastructure, engineering, and leadership teams

• Help maintain stability and continuity across client environments

Team & Leadership Support

• Mentor junior service desk engineers

• Assist with onboarding and training

• Help reinforce service standards and processes

• Support leadership with escalations and workload management

• Be ready to step into a Lead role as needed

Client Support

• Provide professional, responsive support

• Communicate clearly with technical and non-technical users

• Build trust with clients and end users

• Support a high-quality service experience

Required Qualifications

• 7+ years of IT support or service desk experience

• Experience supporting enterprise environments

• Strong troubleshooting skills across endpoints, identity, and cloud platforms

• Experience working in SLA-driven support environments

• Strong communication and customer service skills

• Ability to work independently and take ownership

Service Delivery & ITIL Experience (Preferred)

• Experience working in ITIL-based environments

• Understanding of:

– Incident Management
– Request Management
– Escalation Management
– Change Management

• Experience in managed services environments preferred

• Experience improving processes or documentation preferred

Preferred Certifications

• ITIL Foundation (preferred)

• Microsoft Certifications

• CompTIA A+, Network+, or Security+

Key Competencies

• Advanced troubleshooting

• Service delivery mindset

• ITIL awareness

• Leadership potential

• Strong communication

• Ownership and accountability

Career Path

This role can grow into:

• Service Desk Lead

• Service Delivery Lead

• Service Delivery Manager

• IT Manager

• Infrastructure or Cloud Engineer