Job Description

This is a remote position. SUMMARY The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation point supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation, the Team Lead should provide advanced troubleshooting and mentoring to other members of the Enterprise Service Desk team while also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents. JOB RESPONSIBILITIES Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness. Provide training, coaching, and real-time assistance to all Service Desk Analysts. Identify strengths and weaknesses among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles. Assist management in QA review processes to improve ticket quality and escalation. Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met. Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present. Action tickets by performing end-user PC and system troubleshooting and responding to phone, email, and web requests as needed. Develop familiarity with client contracts to understand service levels and obligations. Assist in the new hire onboarding process. QUALIFICATIONS Technical certifications and training are a plus. ITIL certification or strong knowledge of working practices. 5+ years of minimum 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, including but not limited to: Microsoft Windows 10 & 11. Microsoft Server 2016–2025. Microsoft 365 & Intune. Entra ID/Active Directory. Citrix XenApp. Virtualization, e.g., VMware, Hyper-V, Proxmox. Cisco Meraki. Email security, e.g., Proofpoint, Mimecast. Strong oral and written communication skills, with the ability to converse both laterally and vertically. Excellent customer service and service management skills. High energy, friendly, with the ability to articulate technical solutions in layman’s terms. Able to work under pressure, prioritize, and multitask. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.