Team Lead, Enterprise Service Desk

ScalableOS

Enterprise Service Desk Team Lead providing technical escalations and mentoring for ScalableOS, an offshore talent provider. Monitoring SLAs, resolving IT incidents, and supporting Tier 1–3 service delivery teams.

Posted 8/18/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong expertise in ITIL practices, incident management, and service desk operations, with a focus on training and coaching team members. Proficient in troubleshooting IT infrastructure and desktop environments while ensuring adherence to SLAs and KPIs.

Highest-signal resume keywords

ITIL CertificationServiceNow ITSMIncident ManagementMicrosoft Windows 10 and 11Customer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL CertificationIncident ManagementServiceNow ITSMMicrosoft Windows 10Microsoft Windows 11Microsoft Server 2016–2025Microsoft 365Entra ID/Active DirectoryCitrix XenAppVirtualization Technologies

Soft Skills

Strong Oral and Written SkillsExcellent Customer Service SkillsAbility to Work Under PressureAbility to PrioritizeAbility to Multitask

Tools & Technologies

ServiceNow ITSMMicrosoft 365IntuneCisco MerakiEmail Security Tools

Certifications & Qualifications

ITIL CertificationTechnical Certifications

Industry Keywords

SLAsKPIsService DeskQA Review ProcessesTechnical EscalationService Delivery Organization

Tech Stack

Tools & technologies

CitrixITSMServiceNowVMware

About the role

Key responsibilities & impact

Monitor and enforce SLAs and KPIs against live tickets throughout the day
Provide training, coaching, and real-time assistance to Service Desk Analysts
Identify team strengths and weaknesses and communicate with the Service Desk Manager
Assist with QA review processes to improve ticket quality and escalation
Provide procedural and technical escalation support
Review and approve technical escalations to Tier 3 and SME teams
Troubleshoot end-user PCs and systems and respond to phone, email, and web requests
Develop familiarity with client contracts, service levels, and obligations
Assist with new-hire onboarding
Collaborate with Tier 3 and SME teams to drive timely resolution of client requests and incidents

Requirements

What you’ll need

Minimum 5 years of experience in a relevant field
ITIL certification or strong knowledge of ITIL working practices
Experience with ServiceNow ITSM platform
Experience managing incidents, requests, problems, changes, and major incidents
Strong IT infrastructure, desktop, and networking experience
Experience with Microsoft Windows 10 and 11
Experience with Microsoft Server 2016–2025
Experience with Microsoft 365 and Intune
Experience with Entra ID/Active Directory
Experience with Citrix XenApp
Experience with virtualization technologies such as VMware, Hyper-V, and Proxmox
Experience with Cisco Meraki
Experience with email security tools such as Proofpoint and Mimecast
Strong oral and written skills, with ability to converse laterally and vertically
Excellent customer service and service management skills
Ability to articulate technical solutions in layman’s terms
Ability to work under pressure, prioritize, and multitask
Willingness to accept a long-term work-from-home arrangement
Amenable to a permanent night shift schedule
Technical certifications and training are a plus
Experience within a large service delivery organization is a plus

Benefits

Comp & perks

Long-term work-from-home arrangement
Permanent night shift schedule