Team Lead, Enterprise Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and enforce SLAs and KPIs for live tickets throughout the day.

• Deliver training, coaching, and immediate support to Service Desk Analysts.

• Assess team strengths and weaknesses, communicating findings to the Service Desk Manager.

• Assist in QA review processes to enhance ticket quality and escalation procedures.

• Offer procedural and technical escalation assistance.

• Review and authorize technical escalations to Tier 3 and SME teams.

• Troubleshoot end-user PCs and systems, responding to requests via phone, email, and web.

• Develop a strong understanding of client contracts, service levels, and obligations.

• Support new-hire onboarding processes.

• Collaborate with Tier 3 and SME teams to ensure timely resolution of client requests and incidents.

⛳️ Requirements

• At least 5 years of experience in a relevant field.

• ITIL certification or strong familiarity with ITIL practices.

• Proficient in the ServiceNow ITSM platform.

• Experience in managing incidents, requests, problems, changes, and major incidents.

• Solid background in IT infrastructure, desktop support, and networking.

• Familiarity with Microsoft Windows 10 and 11.

• Experience with Microsoft Server 2016–2025.

• Competence in Microsoft 365 and Intune.

• Knowledge of Entra ID/Active Directory.

• Experience with Citrix XenApp.

• Familiarity with virtualization technologies such as VMware, Hyper-V, and Proxmox.

• Experience with Cisco Meraki.

• Knowledge of email security tools like Proofpoint and Mimecast.

• Strong verbal and written communication skills, capable of engaging with all levels of the organization.

• Excellent customer service and service management abilities.

• Ability to explain technical solutions in simple terms.

• Capable of working under pressure, prioritizing tasks, and multitasking effectively.

• Willing to accept a long-term work-from-home arrangement.

• Open to a permanent night shift schedule.

• Technical certifications and training are advantageous.

• Experience within a large service delivery organization is a plus.

🏝️ Benefits

• Long-term work-from-home arrangement.

• Permanent night shift schedule.