Service Desk Tier 2 Senior Team Lead

About the role

We are seeking a highly capable and detail‑oriented Service Desk Tier 2 Senior Team Lead to oversee daily Tier 2 operations within our IT Support organization. The role is responsible for managing escalations, ensuring SLA compliance, and delivering high‑quality resolution of complex incidents while collaborating with Tier 1 teams, internal resolver groups, vendors, and client stakeholders.

Key responsibilities

• Review escalation and incident tickets, identify recurring issues, and monitor potential SLA breaches.
• Take full ownership of escalated incidents from investigation through resolution and closure, performing advanced troubleshooting and root‑cause analysis.
• Coordinate with vendors and internal resolver teams, providing regular updates to District Managers, Store Managers, and other stakeholders.
• Manage Tier 2 ticket queue, conduct detailed investigations, and document findings clearly in the ticketing system.
• Support Tier 1 teams via Slack or collaboration tools, offering solutions, guidance, and knowledge articles.
• Monitor tech escalation inbox, prioritize VIP‑related incidents, and ensure proper tagging and routing of escalated emails.
• Oversee Tier 2 agents’ call availability, monitor call dashboards for trends, and ensure accurate documentation of call interactions.

Required profile

• Proven experience leading Tier 2 support operations and handling escalated incidents.
• Strong communication skills for clear incident updates to managers and stakeholders.
• Ability to collaborate with cross‑functional teams, vendors, and internal resolver groups.
• Detail‑oriented mindset with a focus on continuous improvement and ITSM best practices.

Required skills

• Advanced troubleshooting and root‑cause analysis.
• Proficiency with ticketing systems.
• Experience using Slack or similar collaboration tools.