Team Lead, Enterprise Service Desk

Job Summary
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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.

Responsibilities:
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• 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 weakness 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 systems 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.

Skills:
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• 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:

+ Microsoft Windows 10 \& 11
+ Microsoft Server 2016\-2025
+ Microsoft 365 \& Intune
+ Entra ID/Active Directory
+ Citrix Xenapp
+ Virtualization, e.g. VMware, Hyper V, Proxmox
+ Cisco Meraki
+ 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.

Qualifications:
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• Bachelor's degree preferred.


• 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

What you can Expect:
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• Generous annual leave entitlement plus bank holidays (pro\-rata if part\-time working hours apply)


• Gym discount


• Life insurance


• Comprehensive travel insurance for you and your family in line with scheme rules


• Confidential well\-being and counselling support


• Competitive Compensation


• Contributory pension scheme


• Company events


• Private Medical and Dental Insurance

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