Senior Service Desk Lead

What You'll Do

• 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.

What You'll Need

• 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.