Service Desk - Tier 2 Senior Team Lead

Job Description

We are looking for a highly capable and detail-oriented Service Desk Tier 2 Senior Team Lead to join our IT Support organization. In this role, you will be responsible for overseeing Tier 2 daily operations, managing escalations, and ensuring high-quality resolution of complex incidents. You will collaborate closely with Tier 1 teams, internal resolver groups, vendors, and client stakeholders to ensure service continuity, SLA compliance, and customer satisfaction. This role plays a critical part in maintaining operational excellence and driving continuous improvement across the Service Desk.

Short Role Summary

The Service Desk Tier 2 Senior Team Lead is accountable for leading Tier 2 support operations, owning escalated incidents, and ensuring consistent communication, documentation, and quality standards. The role serves as a key escalation point and operational leader, supporting Tier 1, managing client escalations, and drivi...