Team Lead, Enterprise Service Desk

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 troubleshooting 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 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. 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 within a large service delivery organization a plus. Able to work PST/MST hours (11 am‑8 pm if you are on EST time). #J-18808-Ljbffr