Enterprise Service Desk Lead: Escalations & Coaching
Medicus IT
14 days+
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Job summary
A leading IT services provider in Orlando, Florida is seeking an Enterprise Service Desk Team Lead to oversee Tier 1 & 2 teams, provide advanced troubleshooting, and ensure efficient progression of requests and incidents. Ideal candidates should have a Bachelor's degree, ITIL certification, and 5+ years of experience in IT service roles. Responsibilities include monitoring SLAs, training staff, and performing technical escalations. Join our dynamic team to enhance IT service delivery and customer satisfaction.
Qualifications
- 5 years minimum experience in a relevant field.
- Technical certifications and training a plus.
- Experience within a large service delivery organization a plus.
Responsibilities
- Continuously monitor and enforce SLAs and KPIs throughout the day.
- Provide training, coaching, and assistance to Service Desk Analysts.
- Assist management in QA Review processes to improve ticket quality.
- Action tickets by performing end-user PC and systems troubleshooting.
Skills
ConnectWise ITSM platform
Incident management
Strong IT Infrastructure
Desktop experience
Networking experience
Excellent customer service
High energy and friendly demeanor
Education
Bachelor's degree preferred
ITIL certification
Tools
Microsoft Windows 10 & 11
Microsoft Server 2016-2025
Microsoft 365 & Intune
Entra ID/Active Directory
Citrix Xenapp
VMware
Cisco Meraki
Job description
A leading IT services provider in Orlando, Florida is seeking an Enterprise Service Desk Team Lead to oversee Tier 1 & 2 teams, provide advanced troubleshooting, and ensure efficient progression of requests and incidents. Ideal candidates should have a Bachelor's degree, ITIL certification, and 5+ years of experience in IT service roles. Responsibilities include monitoring SLAs, training staff, and performing technical escalations. Join our dynamic team to enhance IT service delivery and customer satisfaction.
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