Team Lead, Enterprise Service Desk
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Job Description
Enterprise Service Desk Team Lead providing advanced troubleshooting, analyst coaching, and Tier 3 escalations. Monitoring SLAs and resolving client incidents for an IT services organization.
Responsibilities:
- Act as a technical escalation point supporting Tier 1 and Tier 2 teams
- Actively work tickets and ensure requests and incidents progress efficiently according to SLA commitments
- Provide advanced troubleshooting and mentor Enterprise Service Desk team members
- Collaborate with Tier 3 and other SME teams to drive timely resolution of client requests and incidents
- Monitor and enforce SLAs and KPIs against live tickets
- Provide training, coaching, and real-time assistance to Service Desk Analysts
- Identify team strengths and weaknesses and communicate with the Service Desk Manager
- Assist management with QA review processes to improve ticket quality and escalation
- Provide procedural and technical escalation support and guidance
- Review and approve technical escalations to Tier 3 and SME teams
- Perform end-user PC and system troubleshooting
- Respond to phone, email, and web requests
- Develop familiarity with client contracts, service levels, and obligations
- Assist with new hire onboarding
Requirements:
- Technical certifications and training are a plus
- ITIL certification or strong knowledge of working practices
- 5+ years of experience in a relevant field
- Experience within a large service delivery organization is a plus
- Experience with the ServiceNow ITSM platform
- Incident, request, problem, change, and major incident management experience
- Strong IT infrastructure, desktop, and networking experience
- Experience with Microsoft Windows 10 & 11
- Experience with Microsoft Server 2016–2025
- Experience with Microsoft 365 & Intune
- Experience with Entra ID/Active Directory
- Experience with Citrix XenApp
- Experience with virtualization technologies such as VMware, Hyper-V, and Proxmox
- Experience with Cisco Meraki
- Experience with email security platforms such as Proofpoint and Mimecast
- Strong oral and written communication skills, with the ability to converse both laterally and vertically
- Excellent customer service and service management skills
- Ability to articulate technical solutions in layman’s terms
- Ability to work under pressure, prioritize, and multitask
- Willingness to accept a long-term work-from-home arrangement
- Amenable to a permanent night shift schedule
Benefits:
- Remote work arrangement
- Long-term work-from-home arrangement
- Permanent night shift schedule
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