Senior Service Desk Lead
Job Summary
Serving as the senior operational and technical resource, the full-time Senior Service Desk Lead will manage complex incident resolution, mentor team members, and drive process improvements while working remotely.
Key responsibilities
- Act as the senior escalation point for complex Service Desk incidents and lead major incident coordination
- Provide advanced support for Windows, macOS, Microsoft 365, Okta, Jamf, and Intune environments
- Identify and implement process improvements and maintain operational documentation and knowledge articles
Required qualifications
- 10+ years of experience in Service Desk, End User Computing, IT Operations, or IT Support environments
- 5+ years in a senior, lead, or escalation-focused role with responsibility for complex incidents
- 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
Complete Job Description
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