Soundmouse - IT Service Desk Lead - Sri Lanka

Posted Tuesday, August 18, 2026 at 6:30 PM About Us Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001. Role Summary Serves as a pivotal technical leader within the IT department, balancing daily team operations with advanced, hands-on support for complex enterprise device issues. The IT Service Desk Lead oversees ticket queues, coordinates technician schedules, and drives hardware deployment strategies. As the highest point of technical escalation for the Service Desk, this role requires deep expertise in Windows, macOS, and Linux environments, mobile devices, and virtual workstations, while also acting as critical on-site support ("remote hands") for global engineering teams. Responsibilities Team Leadership & Queue Management: Monitor global Service Desk queues, coordinate technician schedules, dynamically adjust coverage to meet SLAs, and manage high-priority issue escalations. Advanced Technical Support: Diagnose and resolve the most complex, escalated client device issues across physical workstations (Windows, macOS, Linux), virtual desktop environments (VDI), mobile devices, and peripherals. Deployment & Provisioning Strategy: Plan and coordinate the standardized building, configuration, and delivery of client workstations, ensuring all hardware and software deployments meet strict departmental procedures. Vendor & Lifecycle Management: Oversee the end-to-end hardware lifecycle, driving purchasing logistics, external repair workflows, and strategic device depreciation cycles. Serve as a failover for managing hardware reservations and assignments. Security Design & Compliance: Design, implement, and maintain organizational endpoint security requirements, leading system hardening initiatives and proactive software/hardware upgrades to ensure enterprise-grade security. Global Infrastructure Support (Remote Hands): Partner with off-site Technology and Infrastructure teams, acting as localized "remote hands" to assist with network or server equipment upgrades, configuration changes, and physical troubleshooting. Continuous Improvement: Maintain expert-level knowledge of rapidly evolving endpoint technologies and implement state-of-the-art techniques to automate IT workflows and optimize user productivity. Cross-Functional Collaboration: Cultivate positive, strategic partnerships across all enterprise departments to optimize IT service delivery and ensure seamless communication during major IT initiatives. Operational Excellence: Maintain consistent, reliable attendance and successfully execute additional duties as assigned to support overarching business objectives. Requirements Education and Experience: Bachelor's Degree in Computer Science, Information Technology, or a related field. 4+ years of experience in advanced technical support within a corporate environment, with proven experience in team leadership, shift coordination, or mentoring. Extensive hands-on experience provisioning, supporting, and troubleshooting client workstation hardware and software at an enterprise scale. Deep expertise administering and supporting Windows, macOS, and Linux operating systems. Skills and Abilities: Demonstrated leadership skills with the ability to manage workloads, prioritize effectively, and guide a technical team in a fast-paced environment. Advanced proficiency with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Jira) and queue management best practices. Expert proficiency in installing, configuring, and supporting complex PC software, hardware, peripherals, and Mobile Device Management (MDM) platforms (e.g., Intune, Hexnode). Strong understanding of network topology (TCP/IP, DNS, DHCP, VPN) with the ability to accurately discern and troubleshoot complex connectivity and infrastructure issues. Exceptional customer service skills with a strong ability to de-escalate urgent issues. Outstanding communication skills: written, verbal, and comprehension, with the ability to interface smoothly with both junior technicians and executive stakeholders. Benefits Competitive salary package Hybrid work model with flexibility to support your lifestyle Comprehensive private health, life, and vision insurance coverage The latest tech equipment to support your productivity and creativity A collaborative, inclusive, and international work environment EEO / Accommodation At Soundmouse, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates, regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Why Join Us? BMI is the nation’s largest performing rights organization, representing more than 1.4 million songwriters, composers and music publishers , and a repertoire of over 25 million musical works. BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor . Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI® is a global leader in music rights management, serving as an advocate for the value of music. BMI represents the public performance rights in over 25 million musical works created and owned by more than 1.4 million songwriters, composers, and music publishers. The Company negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are performed in public. In 1939, BMI created a groundbreaking open-door policy becoming the only performing rights organization to welcome and represent the creators of blues, jazz, country, and American roots music. Today, the musical compositions in BMI’s repertoire, from chart toppers to perennial favorites, span all genres of music and are consistently among the most-performed hits of the year.