Team Lead, Enterprise Service Desk (HC)
ScalableOSAbout 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
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.