Team Lead, Enterprise Service Desk; FS

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Enterprise Service Desk (FS) based in United States.

This role is an opportunity to lead technical service delivery within a fast-paced, enterprise-focused IT support environment.
You will serve as a senior escalation point for Tier 1 and Tier 2 analysts, helping resolve complex incidents while maintaining strong SLA performance.
The position combines hands-on troubleshooting with team leadership, coaching, quality assurance, and service management.
You will collaborate closely with Tier 3 engineers and specialist teams to drive timely resolution of incidents and service requests.
Your expertise across Microsoft technologies, infrastructure, networking, endpoint management, and ITSM platforms will be central to the role.
Success requires a customer-first mindset, strong technical judgment, and the ability to translate complex issues into clear, practical solutions.
This is a fully remote position with a permanent night-shift schedule and a long-term opportunity to grow within a structured service delivery environment.

• Monitor live tickets throughout the day and enforce SLA and KPI requirements to maintain service performance, responsiveness, and customer satisfaction.
• Provide technical and procedural escalation support to Service Desk Analysts, resolving complex issues and helping teams progress incidents efficiently.
• Perform hands‑on troubleshooting across end‑user devices, systems, applications, infrastructure, and connectivity while responding to phone, email, and web‑based requests as required.
• Coach, mentor, and provide real‑time guidance to Service Desk Analysts, helping develop technical capabilities and improve individual and team performance.
• Identify team strengths and development areas and communicate relevant observations to service management during performance and review cycles.
• Support quality assurance activities by reviewing ticket quality, documentation, escalation practices, and adherence to service management standards.
• Review and approve escalations to Tier 3 and specialist teams, ensuring tickets contain accurate information, appropriate troubleshooting history, and clear next steps.
• Collaborate with Tier 3 engineers and subject‑matter experts to coordinate complex incident resolution and minimize service disruption.
• Apply knowledge of client contracts and service commitments to ensure requests and incidents are handled in accordance with agreed obligations.
• Support incident, request, problem, change, and major incident management processes within the service delivery model.
• Assist with onboarding and training of new Service Desk team members, helping them understand technical procedures, tools, and service expectations.
• Continuously identify opportunities to improve service quality, ticket hygiene, escalation processes, and overall operational efficiency.

• Minimum 5 years of experience in IT support, service desk, infrastructure support, or a closely related technical service delivery environment.
• Experience working within a large‑scale service delivery organization is an advantage.
• Strong experience with the Service Now ITSM platform and practical knowledge of ITIL principles and service management practices.
• Demonstrated experience across incident, service request, problem, change, and major incident management.
• Strong technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands‑on experience with Microsoft Windows 10/11, Microsoft Server 2016–2025, Microsoft 365, and Intune.
• Experience with Entra /Azure Active Directory, traditional Active Directory, Citrix Xen App, and virtualization technologies such as VMware, Hyper‑V, or Proxmox.
• Familiarity with Cisco Meraki and email security platforms such as Proofpoint or Mimecast.
• Ability to provide advanced technical troubleshooting and act as an effective escalation point for Tier 1 and Tier 2 support teams.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non‑technical…