Enterprise Service Desk Team Lead

Job Summary

The Enterprise Service Desk Team Lead is responsible for acting as a technical escalation support for Tier 1 & 2 teams, actively managing tickets, and ensuring requests and incidents progress efficiently in line with SLA commitments throughout the Service Delivery model. The Team Lead provides advanced troubleshooting and mentorship to team members, collaborates with Tier 3 and other SME teams, and drives timely resolution of client requests and incidents.

• Continuously monitor and enforce SLAs and KPIs throughout the day 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 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 systems troubleshooting and responding to phone, email, and web requests as needed.
• Develop familiarity with client contracts to understand service levels and obligations.
• Assist in new hire onboarding process.

• Experience with Service Now 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 /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 into layman terms.
• Able to work under pressure, prioritize, and multitask.

• Bachelor's degree preferred.
• Technical certifications and training a plus.
• ITIL certification or strong knowledge of working practices.
• 5 years minimum experience in a relevant field.
• Experience with in a large service delivery organization a plus.