Team Lead, Enterprise Service Desk; HC)

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This is a remote position.

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

• 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 weaknesses 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 system troubleshooting and responding to phone, email, and web requests as needed.
• Develop familiarity with client contracts to understand service levels and obligations.
• Assist in the new hire onboarding process.

• Technical certifications and training are a plus.
• ITIL certification or strong knowledge of working practices.
• 5+ years of minimum experience in a relevant field.
• Experience with in a large service delivery organization is a plus.
• Experience with the 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 .
• Citrix Xen App.
• 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 in layman’s terms.
• Able to work under pressure, prioritize, and multitask.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.