Senior IT Service Desk Lead — Hybrid, Impact & Ops

Corus World Health; Washington (District of Columbia); Hybrid; USD 62,000 - 99,000; Full time

Benefits offered by this job

Medical plans

Dental coverage

Vision coverage

Retirement plan

PTO

Job summary

Corus International in Washington, DC, seeks a Senior IT Service Desk Specialist to coordinate day-to-day service desk activities, support Tier 1–Tier 2 incidents, and ensure reliable, customer-focused IT support across the organization.

This on-site heavy role requires ITIL knowledge, experience with Freshservice, Azure AD/Entra ID, Intune, and strong communication, with two in-office days per week and on-call availability evenings and weekends.

Qualifications

• Bachelor's degree with 3+ years IT experience or equivalent.
• Experience managing IT service desks and incident communications.
• Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Service Catalog.

Responsibilities

• Coordinate day-to-day service desk operations and shift coverage.
• Troubleshoot and triage incidents across Tier 1–Tier 3.
• Produce operational snapshots and report on SLA/OLA metrics.
• Maintain knowledge base and service catalog entries.

Skills

ITIL knowledge

Coaching

On-call availability

Communication

Problem-solving

Education

Bachelor's degree

Tools

Freshservice

M365/Teams/SharePoint

Azure AD/Entra ID

Intune

Job description

Corus International in Washington, DC, seeks a Senior IT Service Desk Specialist to coordinate day-to-day service desk activities, support Tier 1–Tier 2 incidents, and ensure reliable, customer-focused IT support across the organization.

This on-site heavy role requires ITIL knowledge, experience with Freshservice, Azure AD/Entra ID, Intune, and strong communication, with two in-office days per week and on-call availability evenings and weekends.