Team Lead, Enterprise Service Desk (HC)
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Summary
Remote Team Lead for an enterprise service desk: acts as the technical escalation point for Tier 1/2 analysts, works tickets against SLAs, mentors staff, and coordinates with Tier 3/SME teams. Core stack includes ServiceNow ITSM, Microsoft 365/Intune, Windows Server, Entra ID/Active Directory, Citrix, and virtualization/networking tools.
This is a remote position.
SUMMARY
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.
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.
JOB 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 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.
QUALIFICATIONS
- 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 within a large service delivery organization is a plus.
- Experience with the ServiceNow 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.
- 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.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.