Team Lead, Enterprise Service Desk (HC)

Zohorecruit; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

ScalableOS is seeking an Enterprise Service Desk Team Lead for a remote role, focusing on escalation, mentoring, and ensuring SLA adherence across Tier 1-3 support teams. You will collaborate with SME groups and drive timely resolutions while maintaining high customer service standards.

This position requires strong technical groundwork, ITIL knowledge, and experience with ServiceNow ITSM, Windows environments, and Citrix XenApp, with a willingness to work night shifts from a remote setup.

Qualifications

• 5+ years of minimum experience in a relevant field.
• Experience with the ServiceNow ITSM platform.
• Strong IT infrastructure, desktop, and networking knowledge.
• Excellent customer service and service management skills.
• Ability to provide training and mentoring to Service Desk Analysts.
• Willingness to work night shift and remote environment.

Responsibilities

• Monitor SLAs and KPIs across live tickets to ensure performance.
• Provide training and real-time coaching to Service Desk Analysts.
• Identify strengths/weaknesses and report to the Service Desk Manager.
• Assist QA reviews to improve ticket quality and escalation.
• Provide escalation guidance to Tier 3 and SME teams.
• Review technical escalations for ticket hygiene and info accuracy.
• Handle end-user tickets and tickets via phone, email, web.
• Familiarize with client contracts to understand service levels.
• Assist in new hire onboarding.

Skills

ITIL knowledge

Technical leadership

SLA/KPI management

Mentoring/ coaching

Technical escalation

Communication skills

Education

ITIL certification

Tools

ServiceNow ITSM

Windows 10/11

Windows Server 2016-2025

Citrix XenApp

Ticketing systems

Job description

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

This is a remote position.

SUMMARY

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation point 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 while also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.

JOB 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 weaknesses 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 system troubleshooting and responding to phone, email, and web requests as needed.
  
• Develop familiarity with client contracts to understand service levels and obligations.
  
• Assist in the new hire onboarding process.
  

QUALIFICATIONS

• Technical certifications and training are a plus.
  
• ITIL certification or strong knowledge of working practices.
  
• 5+ years of minimum 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, including but not limited to:
  
• Microsoft Windows 10 & 11.
  
• Microsoft Server 2016-2025.
  
• Citrix XenApp.
  
• Strong oral and written communication skills, with the ability to converse both laterally and vertically.
  
• Excellent customer service and service management skills.
  
• High energy, friendly, with the ability to articulate technical solutions in layman’s terms.
  
• Able to work under pressure, prioritize, and multitask.
  

JOB REQUIREMENTS

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