Team Lead, Enterprise Service Desk (FS)

Accountabilities

• • 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.