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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Shift Lead - **Company:** LTM Inc - **Location:** Phoenix, AZ, United States - **Experience:** Expert - **Salary:** $52,190.0 - $65,000.0 - **Contract:** Internship / Graduate position - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, JIRA, Microsoft Outlook, Knowledge Management, Microsoft Visio, Windows Servers, Networking Basics, Microsoft PowerPoint, Office365, Servicenow, Vmware - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d57c7d43a7ce9742 ## About the Role * Sound knowledge of ITIL Methodologies best practices * Good working knowledge of MSWord Excel PowerPoint and Outlook Visio etc * Technical knowledge of Windows OS various versions O365 Active Directory Citric VMWare basic Networking knowledge * Hands on experience of working on ITSM tools like Manage Engine ServiceNow BMC Remedy etc * Excellent customer handling skills fluent in written and verbal communication * Excellent training coaching and mentoring skills * Ability to communicate at all levels across the business * Quick learner and understand the nittygritties of a complex working structure * Good interpersonal skills time management and metrics management * Ability to multitask and work under pressure in a high paced and changing environment * Ability to identify process gaps and suggest improvements Skills Mandatory Skills : Servicedesk Good to Have Skills : Jira Service Desk, Windows Server Other details ## Description * This opportunity is with LTM for the position of Shift Lead Service Desk Operations. * The role requires to provide leadership guidance and support to existing L1L2 line of support engineers. * This is an opportunity in a well stablished service desk for a major client of ours * This is a process people and performance management role. * The role demands high level of client interaction over calls emails and chat. * The role requires an experienced candidate from same or similar field * He/She must possess good knowledge of Windows Active Directory O365 Networking basics etc Apart from detail process knowledge the candidate is expected to possess working knowledge of ITIL methodologies. * The person will contribute towards effective governance of the project deliverables SLAs KPIs Improvements etc. * The ideal candidate must have hands on experience of coaching mentoring and development of service desk engineers., * Regular 101 discussions with the L1/L2 SME for performance training needs growth and career development. * Publishing team stats to the engineers regularly and ensuring timely feedback is given. * Client interaction for process improvement suggestion weekly meetings discussions etc. * Scrub data for variance positive or negative in SLAKPI and other metrics. * Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved. * Conduct regular team huddles and share important information with respect to process procedures. * Coordinate with the PM to assign duties tasks for short term project activities ensuring timely completion and capturing specific observations * Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase Also participating in reviewing existing KBs for updates changes * Other organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etc * Team rewards and recognition appreciation to keep existing engineers motivated * Tracking SLAKPIbacklog etc to ensure these are green and in control ## Related Videos - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Should Tech Managers Be Developers First? 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