Team Lead, Enterprise Service Desk

<h1>Job Summary</h1> <p>The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 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 trouble shooting 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.</p> <p>&nbsp;</p> <h1>Responsibilities:</h1> <ul> <li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li> <li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li> <li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li> <li>Assist management in QA Review processes to improve ticket quality and escalation</li> <li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li> <li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li> <li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li> <li>Develop familiarity with client contracts to understand service levels and obligations.</li> <li>Assist in new hire on-boarding process.</li> </ul> <h1>Skills:</h1> <ul> <li>Experience with ConnectWise ITSM platform</li> <li>Incident, request, problem, change and major incident management experience</li> <li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to: <ul> <li>Microsoft Windows 10 &amp; 11</li> <li>Microsoft Server 2016-2025</li> <li>Microsoft 365 &amp; Intune</li> <li>Entra ID/Active Directory</li> <li>Citrix Xenapp</li> <li>Virtualization, e.g. VMware, Hyper V, Proxmox</li> <li>Cisco Meraki</li> <li>Email Security, e.g. Proofpoint, Mimecast</li> </ul> </li> <li>skills (oral and written), with ability to converse both laterally and vertically.</li> <li>Excellent customer service and service management skills.</li> <li>High energy, friendly with the ability to articulate technical solutions into layman terms</li> <li>Able to work under pressure, prioritize and multitask.</li> </ul> <h1>Qualifications:</h1> <ul> <li>Bachelor's degree preferred.</li> <li>Technical certifications and training a plus.</li> <li>ITIL certification or strong knowledge of working practices.</li> <li>5 years minimum experience in a relevant field.</li> <li>Experience within a large service delivery organization a plus</li> <li>Able to work PST/MST hours (11am-8pm if you are on EST time)&nbsp;</li> </ul>