IT Operations Lead - Windows Imaging & Help Desk

Bowen Center; Warsaw (IN); On-site; USD 70,000 - 100,000; Full time

Job summary

Bowen Health in the United States seeks a Senior Technical Support Specialist to lead the IT Operations team, manage the standard Windows image, and administer the Help Desk system. The role blends advanced technical support with systems administration and acts as a bridge between frontline support and backend systems.

You will participate in on-call rotations, mentor junior staff, and collaborate with Systems, Network, and Security teams to ensure secure, reliable service delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience.
• 4+ years of experience in technical support or systems administration roles.
• Experience with Windows imaging tools (e.g., SCCM, MDT, Autopilot).
• Familiarity with Help Desk platforms (e.g., ServiceNow, Freshservice, Zendesk).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication and documentation skills.
• Valid driver’s license and active liability insurance.
• Satisfactory results from criminal background check.

Responsibilities

• Lead IT Operations processes, including documentation, standard work development, and continuous improvement initiatives.
• Develop, implement, and maintain standard operating procedures for desktop support and Help Desk workflows.
• Act as a primary escalation point for complex technical issues from Help Desk and Technical Support staff.
• Collaborate with Systems, Network, and Security teams to ensure seamless service delivery and escalation handling.
• Own the creation, maintenance, and deployment of the standard Windows image across the organization.
• Utilize tools such as SCCM or equivalent for imaging, patching, and software deployment.
• Ensure compliance with security and configuration standards across all endpoints.
• Administer and optimize the Help Desk ticketing system, ensuring accurate tracking, reporting, and resolution of incidents.
• Train and support Help Desk staff in system usage and best practices.
• Analyze Help Desk metrics to identify trends, improve response times, and enhance customer satisfaction.
• Provide advanced support for desktops, laptops, mobile devices (iOS/Android), printers, and peripherals.
• Perform onsite and remote troubleshooting, configuration, and installation of IT assets.
• Support encrypted device deployment and compliance with corporate security policies.
• Participate in on-call rotations and provide backup coverage for Help Desk operations.
• Work closely with Systems Administrators to support enterprise platforms as trusted and assigned.
• Assist in project planning and resource scheduling under the direction of IT leadership.
• Act as a mentor and technical resource for junior staff and Help Desk personnel.

Skills

Troubleshooting

Communication

Documentation

Mentoring

On-call support

Education

Bachelor's degree or equivalent experience

Tools

SCCM

MDT

Autopilot

ServiceNow

Freshservice

Zendesk

Job description

Bowen Health in the United States seeks a Senior Technical Support Specialist to lead the IT Operations team, manage the standard Windows image, and administer the Help Desk system. The role blends advanced technical support with systems administration and acts as a bridge between frontline support and backend systems.

You will participate in on-call rotations, mentor junior staff, and collaborate with Systems, Network, and Security teams to ensure secure, reliable service delivery.