Team Lead, Enterprise Service Desk (FS)

Position Overview

We are seeking a highly skilled and experienced Team Lead, Enterprise Service Desk (FS) to oversee technical service delivery within a dynamic, enterprise-focused IT support environment. This role presents an exceptional opportunity to lead a high-performing team while serving as a senior escalation point for complex incidents and service requests. The position requires a unique blend of hands-on technical expertise, strategic leadership, and a commitment to maintaining exceptional service levels. As a fully remote role with a permanent night-shift schedule, this position offers long-term career growth within a structured and scalable service delivery framework.

Key Responsibilities

In this pivotal role, you will be responsible for driving operational excellence and ensuring seamless service delivery across multiple IT domains. Your core responsibilities will include:

• Service Delivery Leadership: Monitor live tickets in real-time to enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring consistent responsiveness, performance, and customer satisfaction.
• Technical Escalation & Troubleshooting: Provide advanced technical support as the primary escalation point for Tier 1 and Tier 2 analysts, resolving complex incidents across Microsoft technologies, infrastructure, networking, endpoint management, and ITSM platforms. Address issues via phone, email, and web-based channels as required.
• Team Coaching & Mentorship: Lead, mentor, and coach Service Desk Analysts to enhance their technical capabilities, improve individual and team performance, and foster a culture of continuous learning. Conduct performance reviews and provide constructive feedback to support professional growth.
• Quality Assurance & Process Improvement: Oversee ticket quality, documentation accuracy, and adherence to service management standards. Identify opportunities to optimize escalation processes, improve operational efficiency, and enhance overall service quality.
• Collaboration with Tier 3 & Specialist Teams: Act as a liaison between Tier 1/Tier 2 analysts and Tier 3 engineers or subject-matter experts to ensure timely resolution of incidents and service requests. Review and approve escalations with clear next steps and accurate troubleshooting history.
• Service Management & Compliance: Support incident, service request, problem, change, and major incident management processes in alignment with ITIL best practices and client contractual obligations. Ensure all requests are handled in accordance with agreed service commitments.
• Onboarding & Training Support: Assist in the onboarding and training of new Service Desk team members, ensuring they are well-versed in technical procedures, tools, and service expectations.
• Technical Expertise Application: Leverage deep technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments to resolve critical issues and guide the team effectively.

Technical & Professional Requirements

• Experience: Minimum of 5 years in IT support, service desk, infrastructure support, or a related technical service delivery environment, with a preference for large-scale service delivery organizations.
• ITSM Platforms: Proven experience with the ServiceNow ITSM platform and a strong understanding of ITIL principles and service management practices.
• Microsoft Technologies: Hands-on expertise with Microsoft Windows 10/11, Microsoft Server 2016–2025, Microsoft 365, and Intune. Familiarity with Entra ID/Azure Active Directory, traditional Active Directory, Citrix XenApp, and virtualization technologies (VMware, Hyper-V, Proxmox).
• Networking & Security: Knowledge of Cisco Meraki, email security platforms (Proofpoint, Mimecast), and enterprise networking fundamentals.
• Leadership & Communication: Exceptional leadership skills with the ability to translate complex technical issues into clear, actionable solutions. Strong interpersonal and communication abilities to collaborate effectively with cross-functional teams and stakeholders.
• Customer-Centric Mindset: A relentless focus on customer satisfaction, with the ability to maintain composure under pressure and deliver high-quality support in a fast-paced environment.

Work Arrangements & Growth Opportunities

This is a fully remote position with a permanent night-shift schedule, offering flexibility while ensuring alignment with global service delivery requirements. The role provides a long-term career path within a structured and scalable service delivery environment, with opportunities for professional development and advancement based on performance and organizational needs.