Team Lead, Enterprise Service Desk

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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

• 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

• 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

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