Team Lead, Enterprise Service Desk

Abacus Early Learning Center

Atlanta, United States
On-site
Connectwise itsm platform experience
Microsoft windows 10 & 11 administration
Microsoft 365 & intune proficiency
The Team Lead acts as a primary technical escalation point for Tier 1 and 2 teams while ensuring all incidents meet SLA commitments

Job Summary

  • The Team Lead acts as a primary technical escalation point for Tier 1 and 2 teams while ensuring all incidents meet SLA commitments.
  • This role involves providing real-time coaching, mentoring, and procedural guidance to Service Desk Analysts to improve ticket quality.
  • Candidates must be available to work PST/MST hours, which corresponds to 11am-8pm EST.

Matching Summary

The Team Lead acts as a primary technical escalation point for Tier 1 and 2 teams while ensuring all incidents meet SLA commitments.

Skills & Requirements

Must-have

  • ConnectWise ITSM platform experience
  • Microsoft Windows 10 & 11 administration
  • Microsoft 365 & Intune proficiency
  • Active Directory & Entra ID management
  • Citrix Xenapp virtualization support
  • Cisco Meraki networking knowledge
  • PST/MST working hours availability

Nice-to-have

  • Strong oral and written communication skills
  • Ability to articulate technical solutions simply
  • Experience in large service delivery organizations
  • High energy and friendly customer service attitude
  • Proven ability to work under pressure
  • Experience with VMware or Hyper V virtualization
  • Email security tools like Proofpoint or Mimecast

Key Requirements

  • Bachelor's degree preferred
  • Minimum 5 years relevant field experience
  • ITIL certification or strong knowledge of practices
  • Technical certifications and training a plus

Work Rights

Not specified

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