IT Service Desk Lead Organization

Bloom Healthcare is seeking an experienced and service-oriented IT Service Desk Lead to support our growing technology environment. This role is responsible for managing day-to-day IT service desk operations, supporting employees across hardware and software issues, administering Microsoft 365, coordinating with external technology vendors, and helping drive IT projects from intake through completion.

This is not a basic helpdesk role. We are looking for someone who can troubleshoot thoughtfully, communicate clearly, identify patterns, improve processes, and serve as a reliable escalation point for internal users and junior support team members.

The ideal candidate is comfortable working across Microsoft 365, laptops, iPhones, iPads, printers, user access, telecom support, mobile carrier coordination, device inventory, and vendor-managed services. This person should be able to move between hands-on support, administrative work, vendor communication, and project coordination with good judgment and professionalism.

Key Responsibilities

• Serve as a lead resource for IT service desk tickets, ensuring timely triage, resolution, escalation, and follow-through.

• Provide responsive and professional end-user support for hardware, software, access, connectivity, and productivity tool issues.

• Troubleshoot and support laptops, desktops, iPhones, iPads, printers, peripherals, browsers, operating systems, and general office technology.

• Administer Microsoft 365 tenant functions, including users, groups, licenses, shared mailboxes, Teams, SharePoint, OneDrive, Exchange Online, and general tenant settings.

• Support identity and access management activities, including onboarding, offboarding, MFA, password resets, account lockouts, role-based access, and user provisioning/deprovisioning.

• Partner with managed services providers and technology vendors to escalate issues, coordinate resolutions, validate work, and ensure Bloom’s needs are being met.

• Communicate regularly with telecom, mobile carrier, internet, device, and software vendors to resolve support issues and coordinate service changes.

• Support Webex calling, mobile device services, and related telecom workflows in partnership with Bloom’s telecom vendor.

• Manage and maintain device inventory, including device assignment, lifecycle tracking, returns, replacements, repairs, and refresh planning.

• Coordinate laptop and mobile device setup for new hires, role changes, and offboarding.

• Support Microsoft Intune, device compliance, endpoint management, and security-related device policies in collaboration with internal leadership and external partners.

• Take ownership of IT security hygiene, including MFA enforcement, access reviews, device standards, secure sharing practices, and timely escalation of security concerns.

• Identify recurring support issues and recommend process, documentation, training, or system improvements.

• Create, maintain, and improve IT documentation, standard operating procedures, knowledge base articles, escalation guides, and support workflows.

• Help define and mature service desk processes, including ticket prioritization, SLA expectations, escalation paths, and user communication standards.

• Serve as a mentor and escalation point for IT support specialists, helping improve troubleshooting quality, customer service, and consistency.

• Project manage small to mid-sized IT projects, including technology rollouts, vendor transitions, device deployments, system changes, and process improvements.

• Track project tasks, owners, timelines, risks, dependencies, and follow-ups to ensure work is completed successfully.

• Collaborate with Technology leadership to evaluate support trends, operational gaps, vendor performance, and opportunities for better service delivery.

• Balance urgency, user experience, security, and operational impact when making support and escalation decisions.

• Maintain professionalism, discretion, and HIPAA-aware practices when supporting users and handling systems or information., * Service desk tickets are triaged, resolved, and escalated in a timely and consistent way.

• Employees receive reliable, empathetic, and professional IT support.

• Microsoft 365 administration is handled with accuracy, security awareness, and appropriate documentation.

• Device inventory, onboarding, offboarding, and hardware support processes are organized and dependable.

• Vendors are managed proactively, with clear communication, follow-up, and accountability.

• Recurring issues are identified and addressed through better documentation, training, process improvement, or system changes.

• IT projects move forward with clear ownership, timelines, and communication.

• The internal IT support function becomes more mature, consistent, and scalable.

Bloom Healthcare only contacts through official channels using the @bloomhealthcare.com domain. We are aware of a fraudulent Gmail account impersonating our recruiting team and have reported it to Google.

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• 5+ years of experience in IT support, service desk operations, systems administration, or a similar technical support role

• Prior experience serving as a senior helpdesk technician, service desk lead, IT support lead, systems administrator, or escalation support resource.

• Strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, users, groups, licenses, and tenant-level settings.

• Experience supporting Windows laptops, mobile devices, printers, scanners, peripherals, browsers, and general office technology.

• Experience with iPhone and iPad support, mobile device setup, mobile carrier coordination, and device lifecycle management.

• Experience working with external vendors, managed services providers, telecom providers, internet providers, and device/service partners.

• Strong troubleshooting skills with the ability to diagnose issues, ask good questions, test assumptions, and resolve problems without relying only on scripts.

• Ability to manage multiple priorities, follow through on open items, and communicate clearly with both technical and non-technical audiences.

• Experience with ticketing systems and service management workflows.

• Experience coordinating or project managing IT initiatives, system changes, vendor work, or technology rollouts.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent combination of technical training, certifications, and hands-on IT experience will be considered.

Preferred Qualifications

• Experience with Microsoft Intune, Entra ID, Defender, Purview, Conditional Access, and endpoint management.

• Experience in healthcare, home-based care, hospice, primary care, or another regulated environment.

• Familiarity with HIPAA, privacy, security, and compliance expectations in a healthcare setting.

• Experience supporting distributed or hybrid teams across multiple locations.

• Experience with Jira Service Management, ServiceNow, ConnectWise, or similar ITSM platforms.

• Relevant certifications such as Microsoft 365 Certified: Fundamentals, Microsoft 365 Administrator, CompTIA A+, Network+, Security+, or ITIL Foundation.

Key Competencies

• Strong technical troubleshooting and critical thinking

• Clear, calm, and professional communication

• Strong customer service mindset

• Ownership and follow-through

• Vendor management and escalation discipline

• Process improvement mindset

• Ability to mentor and support junior team members

• Good judgment when balancing speed, security, and user experience

• Comfort operating in a growing, evolving technology environment, Apple iPad, Apple iPhone, Atlassian JIRA, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Science, Computer Security, Customer Escalations, Customer Support/Service, Desktop PC, Document Scanners, Documentation, Documentation Standards, Endpoint Security, Equipment Maintenance/Repair, Establish Priorities, Follow Through, HIPAA (Health Insurance Portability and Accountability Act), Hardware Administration, Healthcare, Help Desk, Hospice Care, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Inventory Management, Knowledge Base, Laptop PC, Leadership, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Access Database, Microsoft Certifications, Microsoft Exchange Server, Microsoft Exchange Server Administration, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Mobile Devices, Multitasking, Onboarding, Operating Systems, Operational Support, Organizational Skills, Peripheral Hardware, Primary Care, Printers, Privacy Controls, Problem Solving Skills, Process Improvement, Project Tracking, Project/Program Coordination, Project/Program Management, Quality Management, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Standard Operating Procedures (SOP), Systems Administration/Management, Technical Leadership, Technical Support, Time Management, Trend Analysis, User Interface/Experience (UI/UX), Vendor/Supplier Evaluation, Vendor/Supplier Management, Web Browsers, WebEx