Team Lead, Enterprise Service Desk (FS)

This role is based in the United States and is a fully remote, permanent night-shift position.

About the role

Lead technical service delivery within a fast-paced, enterprise-focused IT support environment. Serve as a senior escalation point for Tier 1 and Tier 2 analysts, resolving complex incidents while maintaining strong SLA performance. The position combines hands-on troubleshooting with team leadership, coaching, quality assurance, and service management. Collaborate closely with Tier 3 engineers and specialist teams to drive timely resolution of incidents and service requests.

Responsibilities

• Monitor live tickets throughout the day and enforce SLA and KPI requirements to maintain service performance, responsiveness, and customer satisfaction.
• Provide technical and procedural escalation support to Service Desk Analysts, resolving complex issues and helping teams progress incidents efficiently.
• Perform hands-on troubleshooting across end-user devices, systems, applications, infrastructure, and connectivity while responding to phone, email, and web-based requests as required.
• Coach, mentor, and provide real-time guidance to Service Desk Analysts, helping develop technical capabilities and improve individual and team performance.
• Identify team strengths and development areas and communicate relevant observations to service management during performance and review cycles.
• Support quality assurance activities by reviewing ticket quality, documentation, escalation practices, and adherence to service management standards.
• Review and approve escalations to Tier 3 and specialist teams, ensuring tickets contain accurate information, appropriate troubleshooting history, and clear next steps.
• Collaborate with Tier 3 engineers and subject-matter experts to coordinate complex incident resolution and minimize service disruption.
• Apply knowledge of client contracts and service commitments to ensure requests and incidents are handled in accordance with agreed obligations.
• Support incident, request, problem, change, and major incident management processes within the service delivery model.
• Assist with onboarding and training of new Service Desk team members, helping them understand technical procedures, tools, and service expectations.
• Continuously identify opportunities to improve service quality, ticket hygiene, escalation processes, and overall operational efficiency.

Requirements

• Minimum 5 years of experience in IT support, service desk, infrastructure support, or a closely related technical service delivery environment.
• Experience working within a large-scale service delivery organization is an advantage.
• Strong experience with the ServiceNow ITSM platform and practical knowledge of ITIL principles and service management practices.
• Demonstrated experience across incident, service request, problem, change, and major incident management.
• Strong technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
• Hands-on experience with Microsoft Windows 10/11, Microsoft Server 2016–2025, Microsoft 365, and Intune.
• Experience with Entra ID/Azure Active Directory, traditional Active Directory, Citrix XenApp, and virtualization technologies such as VMware, Hyper-V, or Proxmox.
• Familiarity with Cisco Meraki and email security platforms such as Proofpoint or Mimecast.
• Ability to provide advanced technical troubleshooting and act as an effective escalation point for Tier 1 and Tier 2 support teams.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders at different organizational levels.
• Excellent customer service and service management capabilities, with a professional and solutions-oriented approach.
• Ability to explain technical concepts clearly in simple, accessible language.
• High-energy, collaborative, and approachable leadership style with a strong focus on coaching and team development.
• Ability to work effectively under pressure, prioritize competing demands, and manage multiple tickets and escalations simultaneously.
• Technical certifications or additional IT training are advantageous.
• Willingness to commit to a long-term remote work arrangement and a permanent night-shift schedule.

Benefits

• 100% remote, work-from-home arrangement.
• Long-term opportunity within an enterprise IT service delivery environment.
• Opportunity to lead and mentor a technical Service Desk team.
• Exposure to a broad range of enterprise infrastructure, Microsoft, networking, security, virtualization, and ITSM technologies.
• Opportunity to develop advanced technical escalation and service management expertise.
• Collaborative environment with opportunities to work alongside Tier 3 engineers and specialist teams.
• Permanent night-shift schedule designed around the operational requirements of the role.