This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Enterprise Service Desk (FS) based in Italy.
This role is an opportunity to lead technical service delivery within a fast-paced, enterprise-focused IT support environment.
You will serve as a senior escalation point for Tier 1 and Tier 2 analysts, helping resolve complex incidents while maintaining strong SLA performance.
The position combines hands-on troubleshooting with team leadership, coaching, quality assurance, and service management.
You will collaborate closely with Tier 3 engineers and specialist teams to drive timely resolution of incidents and service requests.
Your expertise across Microsoft technologies, infrastructure, networking, endpoint management, and ITSM platforms will be central to the role.
Success requires a customer-first mindset, strong technical judgment, and the ability to translate complex issues into clear, practical solutions.

This is a fully remote position with a permanent night-shift schedule and a long-term opportunity to grow within a structured service delivery environment.
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Accountabilities
Monitor live tickets throughout the day and enforce SLA and KPI requirements to maintain service performance, responsiveness, and customer satisfaction.
Provide technical and procedural escalation support to Service Desk Analysts, resolving complex issues and helping teams progress incidents efficiently.
Perform hands-on troubleshooting across end-user devices, systems, applications, infrastructure, and connectivity while responding to phone, email, and web-based requests as required.
Coach, mentor, and provide real-time guidance to Service Desk Analysts, helping develop technical capabilities and improve individual and team performance.
Identify team strengths and development areas and communicate relevant observations to service management during performance and review cycles.
Support quality assura

Team Lead, Enterprise Service Desk

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