Team Lead, Enterprise Service Desk

Abacus Early Learning Center

Newark, United States
Base: $80k; bonus/equity: not specified; benefits:...
On-site
Connectwise itsm platform experience
Microsoft windows 10 & 11 troubleshooting
Incident and problem management skills
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 real-time coaching to analysts, reviewing ticket quality, and approving escalations to Tier 3 SMEs.
  • The role requires strong infrastructure knowledge across desktop, networking, and virtualization environments to resolve complex incidents.

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

Base: $80k; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • ConnectWise ITSM platform experience
  • Microsoft Windows 10 & 11 troubleshooting
  • Incident and problem management skills
  • Active Directory and Microsoft 365 expertise
  • SLA and KPI monitoring capabilities

Nice-to-have

  • Ability to articulate technical solutions simply
  • Experience with large service delivery organizations
  • High energy and friendly customer service attitude
  • Strong verbal and written communication skills
  • Familiarity with client contracts and obligations

Key Requirements

  • Bachelor's degree preferred
  • 5 years minimum relevant experience
  • ITIL certification or strong knowledge
  • Availability to work PST/MST hours

Work Rights

Not specified

Tailored Resume

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