Team Lead, Enterprise Service Desk

📋 Description

• Act as technical escalation supporting Tier 1 & 2, handling tickets and ensuring SLA adherence.
• Provide advanced troubleshooting and mentoring to Service Desk Analysts.
• Collaborate with Tier 3 and SME teams to drive timely resolutions.
• Monitor SLAs and KPIs to maintain service performance and responsiveness.
• Assist in QA, ticket grooming, and escalation handling to maintain ticket hygiene.
• Perform end-user PC and systems troubleshooting and respond to requests as needed.

🎯 Requirements

• ConnectWise ITSM experience.
• Incident, request, problem, change, and major incident management experience.
• Strong IT infrastructure, desktop, and networking experience with Windows 10/11, Server 2016-2025
• Excellent communication, customer service, and service management skills.
• Ability to articulate technical solutions to non-technical stakeholders.
• Ability to work under pressure, prioritize, and multitask.

🎁 Benefits

• NA benefits information available on job posting.