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