Team Lead, Enterprise Service Desk

About the role

The Enterprise Service Desk Team Lead acts as a technical escalation point for Tier 1 & 2 teams, actively works tickets, and ensures requests and incidents progress efficiently in line with SLA commitments throughout the Service Delivery model. The role involves advanced troubleshooting, mentoring team members, and collaborating with Tier 3 and other SME teams to drive 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 weaknesses among the team and communicate with the Service Desk Manager during review cycles.
• Assist management in QA Review processes to improve ticket quality and escalation.
• Provide procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support.
• 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 onboarding processes.

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
• Excellent communication skills (oral and written), with the ability to converse both laterally and vertically.
• Strong customer service and service management skills.
• High energy, friendly, with the ability to articulate technical solutions in 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 EST hours.

Pay

$80,000–$85,000 per year.