IT Service Desk Lead
About The Position
We are seeking a dynamic and experienced IT Service Desk Lead to oversee and elevate our internal helpdesk operations. This role is critical to driving operational excellence across our IT service desk, ensuring seamless delivery of technical support services in a fast-paced, high-volume environment. The ideal candidate brings strong leadership capabilities, deep hands-on technical expertise, and a service-oriented mindset. You will play a key role in building scalable processes, mentoring a high-performing support team, and ensuring our employees receive reliable, timely, and exceptional IT support
Requirements
- Highly organized with the ability to manage multiple priorities in a fast-changing environment
- Proven ability to build and scale processes that improve quality, accountability, and turnaround time
- Strong knowledge of Identity and Access Management, including user provisioning, MFA, and SSO
- Advanced experience administering Microsoft products including Exchange, Office, Entra, and Defender
- Hands-on expertise supporting Windows and macOS environments, including imaging, troubleshooting, and repair
- Experience with VoIP systems such as RingCentral, Genesys, Five9, or similar platforms
- Working knowledge of Active Directory, network troubleshooting, and system monitoring tools
- Strong understanding of ITIL practices, incident management, and helpdesk platforms such as ServiceNow, FreshService, or Zendesk
- Excellent verbal and written communication skills in US English; multilingual preferred
- Minimum of 4 years of IT support or helpdesk experience, including at least 2 years in a senior or lead role
- At least 3 years of experience with Microsoft Entra or a comparable identity management platform
Responsibilities
- Lead, mentor, and develop a team of IT helpdesk professionals to ensure high performance, engagement, and exceptional internal customer service
- Oversee day-to-day operations of the IT service desk, ensuring timely response and resolution of incidents and service requests
- Foster a collaborative, service-driven culture within the IT support team
- Monitor and manage ticket queues, ensuring compliance with SLAs and alignment with OKRs
- Use performance metrics and reporting to inform decisions and continuously improve service delivery
- Develop, document, and refine helpdesk processes, systems, and workflows to maximize efficiency and user satisfaction
- Create and deliver training for end users and technology staff
- Collaborate closely with Infrastructure, Security, and Networking teams to resolve complex technical issues
- Promote awareness and adoption of IT services, tools, and policies across the organization
- Support IT-related facilities operations, including hardware provisioning, office moves, and AV systems
- Role may include other relevant duties as assigned.
Benefits
- Firm-paid medical, dental, vision, and life insurance after 60 days
- 401(k) with 3% company match after 1 year
- 2 weeks of PTO after 90 days
- Access to our state-of-the-art on-site gym
- Career pathing and development opportunities
- A passionate, driven team that actually enjoys working together
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
