Enterprise Service Desk Team Lead

Job Description Welcome to Frontline Managed Services - where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future. Position Overview The Team Lead plays a critical role in ensuring exceptional client service delivery and effective team performance across a :20 member support organization, including remote team members in the U.S. This position combines operational oversight with client engagement responsibilities. The Team Lead acts as the first line of escalation for both internal team members and clients, overseeing daily operations, ensuring SLA adherence, and maintaining service quality across all shifts. The role requires strong communication skills, professional maturity, and the ability to navigate challenging client interactions with poise and accountability. This is an in-office position based in Goa, following U.S. Eastern business hours (6:30PM - 3:30AM IST) What You'll Do - Assists the Team Manager with coordinating and monitoring the day-to-day activities of team members to meet the required service timelines of our clients. - Provides daily direction and communication to team members so that calls and issues are managed in a timely, efficient, and knowledgeable manner. If necessary, escalate the issues and follow-up time to ensure the timeline is met. - Provide coaching, guidance, and professional development for both India-based and U.S.-based analysts, fostering accountability and engagement across distributed teams. - Responsible for completing daily, weekly, and monthly reporting/audits as assigned. - Partner with clients and internal stakeholders to discuss quality, process improvements, upcoming changes, and performance trends. - Serves as the primary point of escalation for analysts questions/issues. What You Bring - 4-6 years of experience in a service desk, help desk, contact center, or other managed services environment, with at least 2 years in a leadership, coaching/team oversight capacity. - Demonstrated success in client-facing communication, including managing performance discussions, addressing escalations, and maintaining trust with demanding clients. - Exceptional written English communication skills and strong verbal communication, with the ability to represent the team professionally in all client interactions. - Proven ability to navigate cultural and organizational differences, managing teams across India and the U.S. with empathy and professionalism. - Experience managing remote and on-site team members, including coaching, development planning, and performance management. - Knowledge of IT Service Management tools such as ServiceNow, Zendesk, or equivalent platforms. - Strong analytical skills with the ability to interpret performance data, identify risks, and recommend improvements. - Hands-on experience in service desk operations, workflow optimization, and queue management strongly preferred. - Resilient, composed, and solutions-oriented when faced with challenging client situations or performance pressure. Not Sure You Meet Every Requirement We know that great candidates may not match every qualification listed. If you're excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience. Join Us At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve. We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.