Senior Service Desk Lead - Remote Support

Business Wire; San Francisco; Remote; PHP 5,359,000 - 5,738,000; Full time

Benefits offered by this job

Ability to work remotely

Excellent health benefits

$100 monthly fitness allotment

Tuition reimbursement program

Enhanced mental health resources

401(k) company match and profitSharing

Job summary

Business Wire, a Berkshire Hathaway company, seeks a Senior Service Desk Technician to lead end-user technology support across Windows & macOS. You will mentor technicians, drive incident resolution, and collaborate with Technology teams and third-party vendors to ensure service excellence.

The ideal candidate brings 5+ years in service desk roles, strong ITIL knowledge, and hands-on experience with Jamf and Intune, plus exposure to Okta and Azure AD integrations.

Qualifications

• 5+ years in a Service Desk or Help Desk environment.
• Strong knowledge of Windows 10/11 and macOS support.
• Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Experience with endpoint management tools (Jamf, Intune).
• Experience with ITSM/ticketing platforms (ServiceNow, Jira).
• Solid understanding of ITIL practices, especially Incident & Problem Management.

Responsibilities

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Act as a senior escalation point for complex incidents.
• Own incidents through resolution, coordinating with Infrastructure, Security, Eng., and vendors.
• Provide advanced troubleshooting for Windows and macOS devices.
• Document incidents, root causes, and resolutions in the ticketing system.

Skills

Service Desk experience

Windows 10/11 support

macOS support

Microsoft 365 cloud services

ITIL principles

ITSM / ticketing concepts

Tools

Jamf

Intune

ServiceNow

Jira

Azure AD / Entra ID

Job description

Business Wire, a Berkshire Hathaway company, seeks a Senior Service Desk Technician to lead end-user technology support across Windows & macOS. You will mentor technicians, drive incident resolution, and collaborate with Technology teams and third-party vendors to ensure service excellence.

The ideal candidate brings 5+ years in service desk roles, strong ITIL knowledge, and hands-on experience with Jamf and Intune, plus exposure to Okta and Azure AD integrations.