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...