Abacus
Team Lead, Enterprise Service Desk
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Skills
Experience with ServiceNow 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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
What You Can Expect
Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply) Gym discount Life insurance Comprehensive travel insurance for you and your family in line with scheme rules Confidential well-being and counselling support Competitive Compensation Contributory pension scheme Company events Private Medical and Dental Insurance
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills