Lead Help Desk Engineer (IGT1 Lanka: Sitecore)

Company Description

About Igt1 Lanka

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. 

About the client: Sitecore 

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

About The Role:

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)

Additional Information

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. #Li-Hybrid