IT Service Desk Lead

Job Summary

To support a dynamic dermatology group, the full-time IT Service Desk Lead will remotely oversee the IT service desk operations, ensuring timely incident resolution and leading a team of support professionals while adhering to U.S. Pacific Time hours.

Key responsibilities:

• Provide day-to-day leadership for the IT service desk, ensuring timely response and resolution of incidents and service requests
• Manage ticket queues and escalation paths while maintaining alignment with SLAs and internal performance metrics
• Lead, mentor, and develop helpdesk staff to enhance technical skills and improve customer experience

Required qualifications:

• 4+ years of experience in IT support or helpdesk environments, with at least 2 years in a senior or lead role
• Demonstrated experience leading or mentoring IT support staff in a structured environment
• Strong working knowledge of identity and access management concepts, including MFA and SSO
• Advanced experience administering Microsoft platforms such as Exchange and Microsoft 365
• Proficiency in supporting both Windows and macOS systems in an enterprise setting