IT Service Desk Lead

YouLend; Atlanta (GA); On-site; USD 57,000 - 74,000; Full time

Job summary

YouLend is seeking an IT Service Desk Lead in Atlanta to deliver high-quality IT support services. This role involves leading incident resolution, onboarding workflows, and maintaining IT security standards. The ideal candidate will have strong communication skills and experience in IT service environments. Join a global team to enhance service delivery and operational excellence.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & Public Holidays)

Family Leave (Maternity, Paternity)

Training & Development

Free Food & Snacks

Wellness Resources

Qualifications

• Proven experience in IT support/service desk environments.
• Strong working knowledge of Microsoft 365 and macOS environments.
• Experience supervising and developing junior colleagues.

Responsibilities

• Lead IT support delivery for the assigned region.
• Ensure timely provisioning and deprovisioning of access.
• Collaborate with counterparts to maintain user experience.

Skills

Communication

Customer Service

Organizational Skills

Troubleshooting

Tools

Microsoft 365

Entra ID

MDM Tools

ITSM Platforms

Job description

As an IT Service Desk Lead at YouLend, you will be one of two regional leads responsible for delivering high-quality IT support services to employees across our global operations. One role will be based in our London office and the other in our Atlanta office, providing geographic and time zone coverage to ensure continuity, resilience, and operational excellence.

You will act as the regional escalation point for all end-user IT support issues, lead by example in providing exceptional support, and work closely with peers and global IT leadership to maintain and continually improve our service delivery model. The role is pivotal in upholding YouLend's standards around IT security, access control, and operational alignment across regions.

Requirements

Key Responsibilities

• Lead the delivery of IT support for your assigned region, including 1st/2nd line incident resolution, request fulfilment, and escalations
• Own regional IT onboarding/offboarding workflows in coordination with HR and Security
• Ensure timely and secure provisioning/deprovisioning of access in accordance with Joiner-Mover-Leaver processes
• Troubleshoot hardware, software, and network issues across Windows, macOS, iOS, and supported SaaS platforms
• Collaborate with your counterpart in the other region to ensure consistent user experience, knowledge sharing, and issue handover across time zones
• Enforce security policies and proactively identify and reduce instances of shadow IT
• Maintain and improve asset management practices, ensuring visibility of all regional devices and peripherals
• Support local office infrastructure (meeting room tech, printers, network equipment, etc.)
• Coordinate with third-party vendors (e.g., Apple, Dell, Microsoft, OpenAI, CRM and Telephony partners) where required
• Proactively contribute to documentation, service improvement initiatives, automations, and toolset optimisation
  
  
  

Essential Skills

• Proven experience in IT support/service desk environments with ownership responsibilities
• Strong working knowledge of Microsoft 365, Entra ID, Windows and macOS environments
• Familiarity with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes
• Excellent communication, customer service, and organisational skills
• Ability to work independently while staying aligned with a global team
• Experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.)
• A proactive, methodical approach to troubleshooting and documentation
• Experience supervising and developing more junior colleagues
  
  
  

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Free Food & Snacks
• Wellness Resources

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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