Team Lead, Enterprise Service Desk

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

📋 Description

• Serve as a technical escalation resource for Tier 1 and Tier 2 teams.

• Proactively manage tickets to ensure that requests and incidents advance promptly in line with SLA commitments.

• Offer advanced troubleshooting and mentorship to members of the Enterprise Service Desk team.

• Collaborate with Tier 3 and other Subject Matter Expert (SME) teams to facilitate timely resolution of client requests and incidents.

• Monitor and enforce SLAs and KPIs for active tickets.

• Provide training, coaching, and on-the-spot support to Service Desk Analysts.

• Identify team strengths and weaknesses and communicate findings to the Service Desk Manager.

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

• Offer procedural and technical escalation support and guidance.

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

• Conduct troubleshooting for end-user PCs and systems.

• Respond to requests received via phone, email, and web channels.

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

• Assist with onboarding new hires.

⛳️ Requirements

• Technical certifications and training are advantageous.

• ITIL certification or a strong understanding of relevant working practices is preferred.

• A minimum of 5 years of experience in a related field.

• Experience in a large service delivery organization is beneficial.

• Familiarity with the ServiceNow ITSM platform.

• Experience in incident, request, problem, change, and major incident management.

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

• Proficiency in Microsoft Windows 10 & 11.

• Experience with Microsoft Server versions 2016–2025.

• Knowledge of Microsoft 365 & Intune.

• Experience with Entra ID/Active Directory.

• Familiarity with Citrix XenApp.

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

• Experience with Cisco Meraki.

• Familiarity with email security platforms like Proofpoint and Mimecast.

• Strong verbal and written communication skills, with the ability to engage both horizontally and vertically.

• Excellent customer service and service management capabilities.

• Ability to explain technical solutions in simple terms.

• Capability to work effectively under pressure, prioritize tasks, and multitask.

• Willingness to participate in a long-term work-from-home arrangement.

• Open to a permanent night shift schedule.

🏝️ Benefits

• Remote work setup.

• Long-term work-from-home arrangement.

• Permanent night shift schedule.