Team Lead, Enterprise Service Desk (HC)

SUMMARY

The role ofEnterprise Service Desk Team Lead is primarily responsible for acting as atechnical escalation supporting Tier 1 & 2 teams, actively working tickets,and ensuring requests and incidents are progressing efficiently in line withSLA commitments throughout the Service Delivery model. When acting as atechnical escalation the Team Lead should provide advanced trouble shooting andmentoring to other members of the Enterprise Service Desk team whilst alsocollaborating with Tier 3 and other SME teams, driving timely resolution ofclient requests and incidents.

JOBRESPONSIBILITIES

·       Continuously monitor andenforce SLAs and KPIs throughout the day against live tickets to ensure serviceperformance and responsiveness.

·       Provide training, coaching, andreal-time assistance to all Service Desk Analysts.

·       Identify strengths andweaknesses among the team and communicate with the Service Desk Manager whenappropriate and/or during review cycles.

·       Assist management in QA Reviewprocesses to improve ticket quality and escalation

·       Provide both procedural andtechnical escalation support and guidance to all Service Desk Analysts whileensuring the highest levels of customer support are met.

·       Review and approve technicalescalations to Tier 3 and other SME teams to ensure ticket hygiene and relevantinformation is present.

·       Action tickets by performingend-user PC and system troubleshooting and responding to phone, email, and webrequests as needed.

·       Develop familiarity with clientcontracts to understand service levels and obligations.

·       Assist in new hire on-boardingprocess.

QUALIFICATIONS

·       Technical certifications andtraining a plus.

·       ITIL certification or strongknowledge of working practices.

·       5+ years minimum experience ina relevant field.

·       Experience within a largeservice delivery organization a plus

·       Experience with ServiceNow ITSMplatform

·       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), withability to converse both laterally and vertically.

·       Excellent customer service andservice management skills.

·       High energy, friendly with theability to articulate technical solutions into layman terms

·       Able to work under pressure,prioritize and multitask.

JOB REQUIREMENTS

·       Should bewilling to accept a long-term work-from-home arrangement.

·       Should beamenable to a permanent night shift schedule.