IT Service Desk & Operations Lead (Remote)

Jobtailor; Miami (FL); On-site; USD 48,000 - 72,000; Full time

Job summary

Jobtailor is seeking an experienced IT service desk specialist to provide Tier 1/2 support for a remote workforce. You will troubleshoot hardware, software/SaaS, and access issues, deliver remote support, and triage tickets by urgency and business impact.

You will manage user provisioning and access for core systems, administer Microsoft 365 mailboxes and licenses, support Windows devices, and uphold SLA commitments.

Qualifications

• 3+ years of service desk or technical support experience.
• Hands-on Microsoft 365 administration, including mailboxes and licensing.
• Endpoint/device support (Windows preferred).
• User provisioning and access management across core systems.
• Experience with ITSM ticketing tools (FreshService, Jira, Zendesk).
• Comfort supporting a remote workforce in an SLA-driven environment.
• Strong communication, prioritization, and documentation skills.
• Experience supporting Salesforce or other CRM platforms (preferred).
• Experience with Microsoft Intune or similar endpoint management tools (preferred).
• Familiarity with asset tracking and basic service reporting (preferred).
• Experience in a nonprofit or mission-driven environment (preferred).

Responsibilities

• Provide Tier 1/2 support via ITSM platform (FreshService, Jira, Zendesk).
• Troubleshoot hardware, software/SaaS, and account/access issues.
• Deliver remote support using standard troubleshooting tools.
• Triage tickets by urgency and business impact.
• Maintain SLA compliance and clear user communication.
• Provision accounts, licenses, and access for new hires.
• Configure and prepare devices.
• Complete offboarding: deactivate accounts, remove access, coordinate device return.
• Manage Exchange/mailboxes, license assignments, and authentication issues.
• Maintain security groups, distribution lists, and dynamic groups.
• Support SharePoint, Teams, OneDrive, and Outlook access issues.
• Provide Tier 1/2 support for Salesforce and other SaaS tools.
• Manage user access, permissions, and data visibility.
• Escalate complex issues to platform owners or vendors.
• Configure and support Windows devices.
• Handle Intune enrollment, configuration, and policy updates.
• Troubleshoot performance, OS/app failures, and patch/update issues.
• Track and maintain laptop and peripheral inventory.
• Coordinate device shipping, recovery, replacements, and lifecycle management.
• Maintain accurate asset records and documentation.
• Document tickets, troubleshooting steps, and resolutions.
• Identify recurring issues and recommend process improvements.
• Collaborate with HR, Finance, and Operations as needed.

Skills

Service desk / IT support

Microsoft 365 administration

Endpoint/device support

User provisioning & access management

ITSM tools (FreshService, Jira, Zendes

Remote support & SLA-driven

Communication & documentation

Salesforce / CRM experience

Microsoft Intune

Asset tracking & reporting

Nonprofit / mission-driven experience

Tools

FreshService

Jira

Zendesk

Microsoft Intune

Job description

Jobtailor is seeking an experienced IT service desk specialist to provide Tier 1/2 support for a remote workforce. You will troubleshoot hardware, software/SaaS, and access issues, deliver remote support, and triage tickets by urgency and business impact.

You will manage user provisioning and access for core systems, administer Microsoft 365 mailboxes and licenses, support Windows devices, and uphold SLA commitments.