Senior Desktop Support Lead - Windows, O365 & ITSM Expert
Trinity Life Sciences
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Trinity Life Sciences is seeking a Senior Service Desk Specialist in New York to provide Tier I–III support for end users, manage IT assets, and drive service improvements. You’ll collaborate with IT & Infrastructure teams, maintain documentation, and mentor junior staff in a fast-paced environment.
The role requires 5–8 years of hands-on desktop support, strong knowledge of Windows/macOS, M365, AD/IAM, and ITSM practices.
Qualifications
- Bachelor’s degree in computer science or equivalent.
- 5–8 years of hands-on desktop support experience.
- Experience supporting Windows and macOS environments.
- Experience with Office 365 administration.
- Familiarity with ITSM/ITIL practices.
- Proficient in Active Directory and IAM.
- Knowledge of endpoint security and device management.
- Experience with ServiceNow preferred.
Responsibilities
- Provide Tier I–III support for end-user issues.
- Manage IT asset and inventory processes.
- Support procurement activities.
- Maintain documentation and knowledge bases.
- Ticket analysis, SLA/OLA monitoring, and reporting.
- Lead escalations and drive resolution.
- Train and mentor junior staff.
- Create SOPs for the team.
- Generate daily ticket analytics reports.
Skills
Education
Tools
Job description
Trinity Life Sciences is seeking a Senior Service Desk Specialist in New York to provide Tier I–III support for end users, manage IT assets, and drive service improvements. You’ll collaborate with IT & Infrastructure teams, maintain documentation, and mentor junior staff in a fast-paced environment.
The role requires 5–8 years of hands-on desktop support, strong knowledge of Windows/macOS, M365, AD/IAM, and ITSM practices.
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