IT Service Desk Lead

Brown & Streza LLP•Irvine, CA

12h•$65,000 - $85,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Experience in LegalTech or FinTech environments

Responsibilities

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

Benefits

Five medical plans — three with an employer-funded HSA
Dental and vision coverage
401(k) with significant employer matching
Employer-paid life and disability coverage
Employee Assistance Program (EAP)
Access to additional supplemental insurance plans
38-hour workweek with a half day on Fridays
Eleven paid holidays annually
Recognized as a 2025 Top Workplace by the Orange County Register
Named a 2025 Best Place to Work by the OC Business Journal
“Raving Fan” service culture grounded in seven core values
Weekly team lunches and monthly birthday celebrations
Firm‑sponsored events including Administrative Professionals Day, Summer Party, Harvest Luncheon, and Holiday Party
Employee recognition program and in‑office massage offerings
Newly remodeled office space with state‑of‑the‑art technology
Newly remodeled on‑site gym, complimentary for employee use
Courtyard, lounge, and café within the office complex
Convenient on‑site services, including dry cleaning, auto detailing, and car wash
Complimentary snacks and refreshments
Catered lunch provided every Tuesday