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- 5 years
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Quick Apply
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Team Lead, Enterprise Service Desk
ABACUS —Columbus, OH
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…
Quick Apply
Lead Director - Enterprise Delivery
CVS Health —Columbus, OH
Experience supporting integration platforms, API frameworks, shared services, or platform engineering organizations (or similar enterprise enabling capabilities…
$144,200 - $288,400 a year
11d

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lead enterprise jobs near columbus

Team Lead, Enterprise Service Desk

ABACUS -
Columbus, OH

Quick Apply

Job Details

Qualifications

Employee onboarding
ConnectWise
Managing technical support teams
ITIL Certification
Team member evaluation
Email customer support
Technical support via phone
Managing teams in a customer support role
5 years
Incident report management
Writing skills
Coaching
Meraki
Incident management software
Windows
Incident Escalation
Hyper-V
Change management
Managing clients in a customer support role
IT infrastructure
Key Performance Indicators
Cisco routers/switches implementation
Bachelor's degree
Proxmox VE
Task prioritization
Desktop (troubleshooting support)
Incident management operations support
Azure AD
Mentoring
Server virtualization

Full Job Description

Job 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.

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 weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.
Assist management in QA Review processes to improve ticket quality and escalation
Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.
Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.
Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.
Develop familiarity with client contracts to understand service levels and obligations.
Assist in new hire on-boarding process.

Skills:

Experience with ConnectWise ITSM platform
Incident, request, problem, change and major incident management experience
Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
- Microsoft Windows 10 & 11
- Microsoft Server 2016-2025
- Microsoft 365 & Intune
- Entra ID/Active Directory
- Citrix Xenapp
- Virtualization, e.g. VMware, Hyper V, Proxmox
- Cisco Meraki
- Email Security, e.g. Proofpoint, Mimecast
skills (oral and written), with ability to converse both laterally and vertically.
Excellent customer service and service management skills.
High energy, friendly with the ability to articulate technical solutions into layman terms
Able to work under pressure, prioritize and multitask.

Qualifications:

Bachelor's degree preferred.
Technical certifications and training a plus.
ITIL certification or strong knowledge of working practices.
5 years minimum experience in a relevant field.
Experience within a large service delivery organization a plus
Able to work PST/MST hours (11am-8pm if you are on EST time)

Quick Apply

Refine Your Search

lead enterprise jobs in columbus

Team Lead, Enterprise Service Desk

Lead Director - Enterprise Delivery

Lead Architect - Enterprise Technology

Blue Yonder Warehouse Management Functional (WMS) Lead

Technical Product Lead (COTS / Enterprise Systems)

Workday Certified Recruiting and Talent Acquisition Architecture Lead

Accenture Life Insurance and Annuity Industry (ALIP) Integration Architect Lead

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