Enterprise Service Desk Team Lead

4 days ago


Chicago, IL, United States Abacus Group Full time
Job 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.

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 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:
  • 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:
  • 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


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