Lead Service Desk Engineer & Mentor — Hands-On Troubleshooter

Business Wire; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Business Wire is seeking a Service Desk Lead to own incidents and serve as the primary escalation point for the Service Desk. You will diagnose and resolve complex technical issues hands-on while mentoring junior team members.

You will drive improvements to operational processes and service delivery, raise documentation standards, and ensure consistent, reliable IT support across the organization. Strong judgment and a sense of ownership are essential as you lead incident response and contribute

Qualifications

• Proven experience leading a service desk team.
• Strong technical troubleshooting ability.
• Excellent judgment and ownership.

Responsibilities

• Own incidents and serve as the primary escalation point for the Service Desk.
• Resolve complex technical issues hands-on.
• Mentor Service Desk team members.
• Improve operational processes and service delivery.
• Drive documentation standards.

Skills

Incident management

Technical troubleshooting

Team leadership

Ownership

Job description

Business Wire is seeking a Service Desk Lead to own incidents and serve as the primary escalation point for the Service Desk. You will diagnose and resolve complex technical issues hands-on while mentoring junior team members.

You will drive improvements to operational processes and service delivery, raise documentation standards, and ensure consistent, reliable IT support across the organization. Strong judgment and a sense of ownership are essential as you lead incident response and contribute