> Markdown version of [/jobs/ext/472012-it-service-desk-lead](https://www.wearedevelopers.com/jobs/ext/472012-it-service-desk-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Lead - **Company:** Brown & Streza LLP - **Location:** Irvine, CA, United States - **Experience:** Expert - **Salary:** $65,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Identity and Access Management, Virtual Private Networks (VPN), Network Connections, Microsoft Power Automate, Microsoft InTune, Deployment Automation, Patch Management, GPT, User Administration - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=568608d49b302aff ## About the Role Do you have experience in Video conferencing systems operation?, * Minimum 4 years of service desk experience supporting users via phone, in person, and remote tooling, with at least 2 years in a lead or senior capacity * Genuine passion for helping people and a natural ability to put users at ease * Strong communication skills, written and verbal, with the ability to translate tech into plain language * Empathetic listener with a root-cause mindset * Our clients are regularly onsite and first impressions matter. We take pride in representing IT with professionalism and uphold a consistent standard of business attire across the team. * Technical proficiency: + Windows 11 Pro, M365 full suite of product support + Laptop and workstation hardware support + Network connectivity, wired and wireless + Mobile and IoT device support + Professional AV and conference room systems, including room controls, displays, and integrated conferencing infrastructure + MFA/2FA, IAM, and SSO platforms + Automated device management and deployment tools such as Microsoft Intune and Autopilot + Account provisioning across AD, M365, Zoom, VPN, and DMS + Hands-on experience with AI tools such as Microsoft Copilot, ChatGPT, Claude, or similar platforms, including end-user guidance and prompt support Preferred * Experience in LegalTech or FinTech environments ## Description We are currently seeking an IT Service Desk Lead to join our IT team. We believe every IT interaction is an opportunity to make someone's day easier. This role is for someone who genuinely enjoys helping people and understands that great service is just as important as great technical skill. You will anchor our L0-L2 support operations, owning issues from first contact to resolution with warmth, patience, and technical confidence, as part of an open and collaborative IT Service Organization. If you value accuracy, thrive in a team-focused environment, and are motivated to work at a firm that prioritizes professional development and invests in its people, we encourage you to apply. What You'll Do * Deliver a warm, professional, and patient experience across every user touchpoint * Resolve complex technical issues with urgency while keeping users informed and at ease * Own every issue end to end, escalating to L3 when needed without losing accountability * Serve as the single owner of all end-user systems and devices within the IT Service Organization, from procurement and deployment through refresh and retirement * Oversee automated end-user system deployment and ongoing patch management, ensuring every device is current, secure, and ready to work * Act as the primary integration point between end users and IT, bridging the gap between people and the technology they depend on every day * Support on-site users as well as remote colleagues via RMM tooling and video conferencing * Build and maintain service desk workflows and knowledge base documentation * Identify recurring issues and drive root-cause resolutions * Manage account provisioning across Active Directory, M365, Zoom, VPN, and DMS ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Coffee with Developers - Maria Apazoglou](https://www.wearedevelopers.com/videos/1209-coffee-with-developers-maria-apazoglou) - [Speak, Code, Deploy: Transforming Developer Experience with Voice Commands](https://www.wearedevelopers.com/videos/1159-speak-code-deploy-transforming-developer-experience-with-voice-commands) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)