Remote Enterprise Service Desk Team Lead - Night Shift

Embedded Shishya

United States

Remote

USD 14,000 - 19,000

Full time

8 days ago

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Job summary

Embedded Shishya in the Philippines is seeking an Enterprise Service Desk Team Lead responsible for acting as a technical escalation for Tier 1 & 2, mentoring analysts, and ensuring SLA-driven ticket flow within the service delivery model.

The role requires strong IT infrastructure knowledge across Windows, Server, 365, Entra ID/AD, Citrix, virtualization, and email security, with a focus on customer satisfaction and timely resolutions.

Qualifications

Technical certifications and training a plus.

Responsibilities

Continuously monitor and enforce SLAs and KPIs across live tickets.
Provide training, coaching, and real-time assistance to Service Desk Analysts.
Identify strengths/weaknesses and report to Service Desk Manager during reviews.
Assist QA processes to improve ticket quality and escalation.
Provide procedural and technical escalation support while ensuring high levels of customer support.
Review and approve escalations to Tier 3 and SME teams for ticket hygiene.
Resolve end-user issues via PC and system troubleshooting; respond to requests.
Familiarize with client contracts to understand service levels and obligations.
Assist in new hire onboarding processes.