onsite
Team Lead, Enterprise Service Desk - ABACUS
Software Engineer
Lead an enterprise service desk team, driving efficient incident resolution, mentoring Tier 1 & 2 staff, and collaborating with Tier 3 SMEs to meet SLA commitments using ITIL best practices.
About the role
Key Responsibilities
- Act as the primary technical escalation point for Tier 1 & 2 support, diagnosing and resolving complex incidents.
- Mentor and coach team members, fostering a culture of continuous improvement and knowledge sharing.
- Collaborate closely with Tier 3 and SME teams to ensure timely resolution of high‑impact issues.
- Monitor and report on SLA performance, implementing corrective actions to maintain service quality.
- Lead incident post‑mortem reviews, documenting root causes and preventive measures.
- Drive process enhancements within the Service Delivery model to increase efficiency and customer satisfaction.
Requirements
- Proven experience in an ITIL‑based service desk environment, preferably in a leadership role.
- Strong technical troubleshooting skills across networking, operating systems, and enterprise applications.
- Excellent communication and mentoring abilities, with a track record of developing high‑performing teams.
- Demonstrated ability to manage SLA metrics and deliver continuous improvement initiatives.
- Experience collaborating with Tier 3 and SME teams in a complex enterprise setting.