Team Lead, Enterprise Service Desk (HC)

SUMMARY

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation 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 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.

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 new hire on-boarding process.

QUALIFICATIONS

·       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

·       Experience with ServiceNow ITSM platform

·       Incident, request, problem, change and major incident management experience

·       Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:

o   Microsoft Windows 10 & 11

o   Microsoft Server 2016 -2025

o   Microsoft 365 & Intune

o   Entra ID/Active Directory

o   Citrix Xenapp

o   Virtualization, e.g. VMware, Hyper V, Proxmox

o   Cisco Meraki

o   Email Security, e.g. Proofpoint, Mimecast

·       Skills (oral and written), with ability to converse both laterally and vertically.

·       Excellent customer service and service management skills.

·       High energy, friendly with the ability to articulate technical solutions into layman 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.