Team Lead Systems Engineer (Permanent WFH and Night Shift)
SCALABLE OS CORP.
Job Description
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.
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 M...