Team Lead, Enterprise Service Desk (FS)

About Us At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here! 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 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 of 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.