ScalableOS

Team Lead

• Act as a technical escalation point supporting Tier 1 and Tier 2 teams
• Actively work tickets and ensure requests and incidents progress efficiently according to SLA commitments
• Provide advanced troubleshooting and mentor Enterprise Service Desk team members
• Collaborate with Tier 3 and other SME teams to drive timely resolution of client requests and incidents
• Monitor and enforce SLAs and KPIs against live tickets
• Provide training, coaching, and real-time assistance to Service Desk Analysts
• Identify team strengths and weaknesses and communicate with the Service Desk Manager
• Assist management with QA review processes to improve ticket quality and escalation
• Provide procedural and technical escalation support and guidance
• Review and approve technical escalations to Tier 3 and SME teams
• Perform end-user PC and system troubleshooting
• Respond to phone, email, and web requests
• Develop familiarity with client contracts, service levels, and obligations
• Assist with new hire onboarding

Team Lead, Enterprise Service Desk

Analyst

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system
• Remain logged into phone queues throughout the workday to ensure consistent client support
• Troubleshoot and resolve basic desktop, software, network, and hardware issues
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment
• Follow troubleshooting and escalation procedures for timely resolution or proper handoff to higher-tier support
• Maintain accurate documentation of support requests, solutions, and client interactions in the ticketing system
• Work with vendors to resolve software and hardware-related issues
• Install and configure operating systems, software applications, patches, and updates
• Perform basic virus detection, removal, and system security maintenance
• Monitor and address backup failures and assist with data restoration efforts
• Educate end-users on cybersecurity and IT resource usage best practices
• Assist with password resets, account provisioning, and access control
• Participate in an on-call rotation for after-hours support as needed
• Document and address technical issues and customer interactions, escalating as necessary

Team Lead, Enterprise Service Desk

Analyst, Enterprise Service Desk