Service Desk Lead
Full Time $130,000 / yearJob Overview
We are seeking a highly experienced, proactive, and results-driven Service Desk Lead to oversee and elevate our IT support operations. This is a critical onsite leadership role responsible for managing day-to-day service desk activities, ensuring high-quality end-user support, driving operational excellence, and mentoring junior staff.
The ideal candidate is a strong technical leader with excellent organizational and communication skills, capable of balancing hands-on support with strategic oversight. You will play a key role in maintaining business continuity, improving service delivery, enforcing security standards, and enhancing the overall employee IT experience.
This position is fully onsite and requires in-office attendance five days per week.
The ideal candidate is a strong technical leader with excellent organizational and communication skills, capable of balancing hands-on support with strategic oversight. You will play a key role in maintaining business continuity, improving service delivery, enforcing security standards, and enhancing the overall employee IT experience.
This position is fully onsite and requires in-office attendance five days per week.
Responsibilities and Duties:
Leadership & Service Desk Management
- Lead and manage daily Service Desk operations, ensuring timely and effective resolution of all IT support requests
- Act as the escalation point for complex or high-priority incidents and service requests
- Monitor ticket queues (ServiceNow) and enforce SLAs, KPIs, and service quality standards
- Mentor, train, and guide Service Desk Analysts to improve performance and technical capabilities
- Drive continuous improvement initiatives for service delivery, workflows, and user satisfaction
End-User Support & Incident Management:
- Oversee all support channels (ServiceNow, Teams, Outlook, Phone, In-person) to ensure consistent, high-quality service
- Provide advanced troubleshooting support for hardware, software, and network-related issues
- Ensure timely resolution of incidents while minimizing business disruption
- Coordinate and manage major incidents, including communication and resolution tracking
- Support both onsite and remote users using remote access and collaboration tools
Identity & Access Management
- Oversee provisioning and deprovisioning of user accounts across Active Directory, Azure AD, and Office 365
- Ensure proper access controls for enterprise systems (ShareFile, RingCentral, ZTNA/FortiCloud)
- Enforce security policies including MFA (Duo, YubiKey), password standards, and least privilege access
- Conduct periodic access reviews and support audit/compliance requirements
Onboarding & Offboarding Ownership
- Lead and standardize onboarding/offboarding processes for all employees (onsite and remote)
- Ensure a seamless new hire experience with fully configured and secure systems on Day 1
- Oversee termination procedures including account disablement, asset recovery, and device sanitization
- Manage logistics for shipping, tracking, and recovery of IT equipment for remote employees
Asset & Inventory Management
- Own and maintain accurate inventory of all IT assets across their lifecycle
- Implement and enforce asset tracking processes for deployments, returns, repairs, and disposals
- Coordinate procurement, receiving, and staging of new hardware
- Optimize asset utilization and lifecycle planning
Operational Excellence, Compliance & Documentation
- Ensure adherence to ITIL practices, change management (ServiceNow), and security policies
- Develop, maintain, and improve knowledge base articles, SOPs, and technical documentation
- Support internal and external audits by ensuring proper documentation and controls
- Analyze service desk metrics and provide reporting with actionable insights
Projects & Continuous Improvement
- Lead or contribute to IT initiatives such as system upgrades, disaster recovery testing, and office expansions
- Identify opportunities to automate processes and improve efficiency
- Collaborate with infrastructure, security, and engineering teams on cross-functional projects
Education and Experience:
- Bachelor’s degree in Information Technology, Cybersecurity, or a related field (or equivalent experience)
- 4+ years of progressive experience in Service Desk or IT Support roles, with at least 1–2 years in a leadership or senior capacity, preferably within a financial services or regulated environment
- Proven ability to lead service desk operations, prioritize workloads, and manage competing demands with minimal supervision
- Strong expertise in advanced troubleshooting and root cause analysis across hardware, software, networking, and user access issues
- Demonstrated experience mentoring junior staff, improving processes, and driving service delivery excellence
Technical Expertise:
Hands-on experience administering and optimizing:
- ServiceNow (or similar ITSM platform), including ticket management, SLA tracking, and reporting
- Windows 11 deployment using Autopilot/Intune and standardized imaging processes
- Active Directory, Azure AD, and Office 365 (user lifecycle, permissions, group policy)
- Enterprise collaboration and communication tools: ShareFile, RingCentral, Teams/Zoom
- Printer deployment, IP management, and network-based configurations
- Core networking concepts including VLANs, RADIUS authentication, ZTNA, and MFA
Experience with endpoint security and compliance tools such as:
- CrowdStrike, Microsoft Defender, or equivalent EDR solutions
- Understanding of security best practices in regulated environments
Key Competencies:
- Strategic Thinking: Ability to anticipate user challenges and implement proactive solutions.
- Relationship Building: Strong interpersonal skills to foster positive interactions with external users.
- Candidate Experience Focus: Ensuring seamless access and support to enhance user satisfaction.
- Data-Driven Decision-Making: Utilizing user feedback and issue trends to improve account management processes.
- Adaptability and Problem Solving: Quickly troubleshooting and resolving access and account issues efficiently.
How This Role Demonstrates Our Values:
- Integrity: Ensuring accurate user account management while maintaining confidentiality and ethical handling of sensitive information.
- Collaboration: Working closely with IT teams and external users to ensure smooth operations and account access.
- Excellence: Providing high-quality, responsive, and professional support to enhance the user experience.
- Critical Curiosity: Proactively identifying patterns in user issues and suggesting improvements to streamline processes.