Senior IT Service Desk Lead - Advanced Escalations

Giorgio Armani; New York (NY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability coverage

Paid time off

Employee discounts

Retirement plans

Job summary

Giorgio Armani in New York seeks a Senior Service Desk Technician to deliver IT support across the organization, serving as the primary escalation point for Tier 2 and 3 requests and resolving complex hardware, software, and network issues. The role requires strong technical expertise, excellent customer service, and the ability to communicate with both technical and non-technical stakeholders.

Duties include Microsoft 365 management, onboarding, asset deployment, and documenting SOPs.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering or related field.
• 4+ years of experience in an enterprise IT service desk or desktop support environment.
• Certifications preferred: CompTIA A+, CompTIA Network+, Microsoft 365 Certified, ITIL Foundations.

Responsibilities

• Advanced Troubleshooting: diagnose and resolve complex issues across desktop OS, cloud apps (Microsoft 365), and hardware endpoints.
• Deliver in-person and remote support to local and remote users, including executive-level service.
• Escalate Tier 2/3 incidents and guide junior technicians.
• Manage onboarding: account creation and termination.
• Asset management and deployment using PDQ Inventory/Deploy.
• Documentation of SOPs and end-user guides for knowledge base.

Skills

Azure AD

MFA

Microsoft 365

Active Directory

ITSM knowledge

Windows OS

Networking basics

Hardware repair

Customer service

Communication

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

Zendesk

PDQ Inventory

PDQ Deploy

Job description

Giorgio Armani in New York seeks a Senior Service Desk Technician to deliver IT support across the organization, serving as the primary escalation point for Tier 2 and 3 requests and resolving complex hardware, software, and network issues. The role requires strong technical expertise, excellent customer service, and the ability to communicate with both technical and non-technical stakeholders.

Duties include Microsoft 365 management, onboarding, asset deployment, and documenting SOPs.