[Hiring] Team Lead, Enterprise Service Desk @ScalableOS

Role Description

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 troubleshooting 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.

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:
• 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.

Requirements

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.