Service Desk Lead

The Senior Service Desk Lead serves as the senior operational and technical resource within the Service Desk organization, responsible for incident ownership, advanced troubleshooting, process improvement, documentation, mentoring team members, and improving the overall effectiveness of Service Desk operations.

This is a senior-level working lead position. The successful candidate is expected to remain hands-on while serving as the primary escalation point for the Service Desk. In addition to resolving complex technical issues, this individual is expected to mentor team members, improve operational processes, drive documentation standards, and help raise the overall maturity of the Service Desk organization.

The ideal candidate demonstrates strong technical expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team performance through direct participation and leadership., * Serve as the senior escalation point for complex Service Desk incidents and user-impacting issues.

• Lead major incident coordination and drive issues through resolution.
• Provide advanced support for Windows, macOS, Microsoft 365, Okta, Jamf, and Intune environments.
• Support employee onboarding, offboarding, and identity lifecycle processes.
• Administer endpoint management platforms and maintain device compliance throughout the lifecycle.
• Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.
• Identify and implement process improvements, automation opportunities, and workflow efficiencies.
• Create and maintain operational documentation, knowledge articles, and support runbooks.
• Mentor Service Desk team members and provide hands-on technical leadership.
• Partner with Infrastructure, Security, Engineering, and business teams to resolve issues and improve service delivery.
• Participate in on-call rotations and support after-hours escalations when required.
• Deliver exceptional customer service while balancing operational priorities and business impact.

• 10+ years of experience in Service Desk, End User Computing, IT Operations, or IT Support environments.
• 5+ years operating in a senior, lead, or escalation-focused role with responsibility for complex incidents, mentoring, and operational leadership.
• Advanced troubleshooting skills across Windows, macOS, Microsoft 365, and endpoint technologies.
• Strong administration experience with Intune, Jamf, Entra ID, and Okta.
• Experience with Jira, ServiceNow, or similar ITSM platforms.
• Experience supporting employee onboarding, offboarding, and identity management processes.
• Ability to act as an escalation point for complex technical and operational issues.
• Strong troubleshooting, prioritization, and decision-making skills.
• Experience documenting procedures, knowledge articles, and operational processes.
• Ability to work independently while collaborating effectively across teams.
• Strong written and verbal communication skills.
• Demonstrated commitment to customer service and operational excellence.
• PowerShell, Bash, Terraform, or other scripting experience is a plus
• Experience with automation, zero-touch provisioning, and workflow improvements is a plus.
• Experience mentoring technicians or serving as a technical lead is a plus.
• Experience with asset lifecycle management and inventory platforms is a plus.
• Experience with Jira Service Management and Confluence is a plus.
• ITIL Foundation, Microsoft and AWS certifications is a plus.

• The base salary range for this position is $105K to $110K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time., * Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

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