Team Lead, Enterprise Service Desk

ScalableOS

. Act as a technical escalation point supporting Tier 1 and Tier 2 teams .

Posted 9/17/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL practices, incident management, and advanced troubleshooting within a service delivery environment. Proficient in supporting and mentoring service desk teams while ensuring adherence to SLAs and KPIs.

Highest-signal resume keywords

ITIL CertificationServiceNow ITSM ExperienceIncident Management ExperienceMicrosoft Windows 10 & 11 ExperienceStrong IT Infrastructure Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingIncident ManagementRequest ManagementChange ManagementMajor Incident ManagementDesktop SupportNetworkingVirtualization TechnologiesEmail Security PlatformsTechnical Escalation Support

Soft Skills

Strong Oral Communication SkillsStrong Written Communication SkillsExcellent Customer Service SkillsAbility to Work Under PressureAbility to Prioritize and Multitask

Tools & Technologies

ServiceNow ITSMMicrosoft 365Microsoft IntuneEntra ID/Active DirectoryCitrix XenAppVMwareHyper-VProxmoxCisco MerakiProofpoint

Certifications & Qualifications

ITIL CertificationTechnical Certifications

Industry Keywords

Service Delivery OrganizationSLAKPIService DeskEnd-User Support

Tech Stack

Tools & technologies

CitrixITSMServiceNowVMware

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Technical certifications and training are a plus
ITIL certification or strong knowledge of working practices
5+ years of experience in a relevant field
Experience within a large service delivery organization is a plus
Experience with the ServiceNow ITSM platform
Incident, request, problem, change, and major incident management experience
Strong IT infrastructure, desktop, and networking experience
Experience with Microsoft Windows 10 & 11
Experience with Microsoft Server 2016–2025
Experience with Microsoft 365 & Intune
Experience with Entra ID/Active Directory
Experience with Citrix XenApp
Experience with virtualization technologies such as VMware, Hyper-V, and Proxmox
Experience with Cisco Meraki
Experience with email security platforms such as Proofpoint and Mimecast
Strong oral and written communication skills, with the ability to converse both laterally and vertically
Excellent customer service and service management skills
Ability to articulate technical solutions in layman’s terms
Ability to work under pressure, prioritize, and multitask
Willingness to accept a long-term work-from-home arrangement
Amenable to a permanent night shift schedule

Benefits

Comp & perks

Remote work arrangement
Long-term work-from-home arrangement
Permanent night shift schedule