Team Lead, Enterprise Service Desk (HC)

Job Description

This is a remote position.

SUMMARY
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation point 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 while also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.

JOB 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 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 system troubleshooting and responding to phone, email, and web requests as needed.
  
• Develop familiarity with client contracts to understand service levels and obligations.
  
• Assist in the new hire onboarding process.
  

QUALIFICATIONS

• Technical certifications and training are a plus.
  
• ITIL certification or strong knowledge of working practices.
  
• 5+ years of minimum experience in a relevant field.
  
• Experience within a large service delivery organization is a plus.
  
• Experience with the ServiceNow 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.
  
• Strong oral and written communication skills, with the ability to converse both laterally and vertically.
  
• Excellent customer service and service management skills.
  
• High energy, friendly, with the ability to articulate technical solutions in layman’s terms.
  
• Able to work under pressure, prioritize, and multitask.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.
  

Requirements
IT Infrastructure & End-User Support (Windows 10 & 11, Microsoft Server (2016–2025), Microsoft 365, Intune, Active Directory/Entra ID, Citrix XenApp, VMware/Hyper-V, Cisco Meraki) Technical Service Desk or IT Support Role (Level 3 escalation) ITIL Practices and Service Delivery Leadership and Mentoring Ability ITSM Tools (ServiceNow)