service desk team lead remote

Summary: We are seeking an experienced Team Lead to oversee a Shared Service Desk team of over 10 agents. This role requires a tactical leader who can ensure high-quality support across multiple clients or diverse internal departments while managing performance and complex SLAs. The ideal candidate should excel in both technical escalation and people leadership to maintain team morale.

Key Responsibilities:

• Guide and manage a Shared Service Desk team of 10+ agents.
• Ensure high-quality support across multiple clients or diverse internal departments.
• Drive performance and manage complex SLAs.
• Maintain high morale within the team.
• Act as a technical escalation point for team members.

Key Skills:

• Experience in team leadership within a service desk environment.
• Strong understanding of technical support and escalation processes.
• Ability to manage performance metrics and SLAs.
• Excellent interpersonal and communication skills.
• Operational savvy and experience in a fast-paced environment.

Salary (Rate): £15.50 hourly

City: Detroit

Country: United States

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: Mid-Level

Industry: IT