Team Lead, Enterprise Service Desk

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.

• →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.

• Experience with ConnectWise 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 ID/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.

• 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 within a large service delivery organization a plus
• Able to work PST/MST hours (11am-8pm if you are on EST time)