Team Lead, Enterprise Service Desk

Abacus Early Learning Center

Edinburgh, United Kingdom
Competitive compensation; benefits: generous annua...
On-site
Servicenow itsm platform experience
Microsoft windows 10 & 11 support
Active directory and entra id management
The Team Lead acts as a technical escalation point for Tier 1 and 2 teams while ensuring all requests meet SLA commitments

Job Summary

  • The Team Lead acts as a technical escalation point for Tier 1 and 2 teams while ensuring all requests meet SLA commitments.
  • Responsibilities include providing training, coaching, and real-time assistance to Service Desk Analysts to improve ticket quality.
  • The role offers competitive compensation along with comprehensive benefits including private medical insurance and a contributory pension scheme.

Matching Summary

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

Salary

Competitive Compensation; Benefits: Generous annual leave, gym discount, life insurance, travel insurance, well-being support, pension scheme, private medical and dental insurance

Skills & Requirements

Must-have

  • ServiceNow ITSM platform experience
  • Microsoft Windows 10 & 11 support
  • Active Directory and Entra ID management
  • Incident and problem management processes
  • SLA and KPI monitoring and enforcement

Nice-to-have

  • High energy and friendly demeanor
  • Ability to articulate technical solutions
  • Experience in large service delivery organizations
  • Strong mentoring and coaching skills
  • Familiarity with client contracts

Key Requirements

  • 5 years minimum experience in relevant field
  • Bachelor's degree preferred
  • ITIL certification or strong knowledge of working practices

Work Rights

Not specified

Tailored Resume

Cover Letter