Enterprise Service Desk Team Lead

Job Summary

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation 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 trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.

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 weakness 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 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 on-boarding process.

Skills:

* 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

* Microsoft 365 & Intune

* Entra /Active Directory

* Citrix Xenapp

* Virtualization, e.g. VMware, Hyper V, Proxmox

* Cisco Meraki

* Email Security, e.g. Proofpoint, Mimecast

* skills (oral and written), with 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.

Qualifications:

* 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

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