Team Lead, Enterprise Service Desk

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ScalableOS

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

☁️ SaaS

Consulting • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

📋 Description

• Act as a technical escalation point supporting Tier 1 and Tier 2 teams • Actively work tickets and ensure requests and incidents progress efficiently according to SLA commitments • Provide advanced troubleshooting and mentor Enterprise Service Desk team members • Collaborate with Tier 3 and other SME teams to drive timely resolution of client requests and incidents • Monitor and enforce SLAs and KPIs against live tickets • Provide training, coaching, and real-time assistance to Service Desk Analysts • Identify team strengths and weaknesses and communicate with the Service Desk Manager • Assist management with QA review processes to improve ticket quality and escalation • Provide procedural and technical escalation support and guidance • Review and approve technical escalations to Tier 3 and SME teams • Perform end-user PC and system troubleshooting • Respond to phone, email, and web requests • Develop familiarity with client contracts, service levels, and obligations • Assist with new hire onboarding

🎯 Requirements

• Technical certifications and training are a plus • ITIL certification or strong knowledge of working practices • 5+ years of 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 • Experience with Microsoft Windows 10 & 11 • Experience with Microsoft Server 2016–2025 • Experience with Microsoft 365 & 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 platforms such as Proofpoint and Mimecast • Strong oral and written communication skills, with the ability to converse both 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

🏖️ Benefits

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