Senior IT Service Desk Lead - Hybrid Support & Mentoring

Bitco National Insurance Co.; Duluth, Northern (GA, KY); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Generous PTO & holidays

Comprehensive health benefits

Job summary

Old Republic Bitco is seeking a Senior IT Service Desk Technician to join our Atlanta, GA office in a hybrid role. You will deliver advanced end-user technology support, business application support, and workplace technology services across the organization.

You’ll resolve complex issues, mentor teammates, and contribute to modernization efforts within Client Services while collaborating with vendors and IT teams to ensure reliable technology services and strong user experience.

Qualifications

• Bachelor’s degree in IT, CS, or related field; equivalent work experience may be considered
• Minimum four years in enterprise technology environments in a Service Desk, Client Services, or IT Operations role
• Experience supporting business applications and employee technology services in a complex environment
• Experience troubleshooting endpoint technologies, OS, collaboration platforms, and M365
• Experience with identity and access management solutions including AD/Entra ID/Intune

Responsibilities

• Resolve advanced end-user hardware/software issues across desktop, laptop, printers, and mobile devices
• Provide Level 2/3 support with effective troubleshooting and customer-focused communication
• Collaborate with IT teams and vendors to restore service and improve resolution times
• Assist with onboarding/offboarding, account provisioning, and workstation readiness
• Maintain accurate ticket documentation and adherence to SLA targets

Skills

Communication skills

Customer engagement

Problem-solving

Prioritization

Team collaboration

End-user support

Education

Bachelor's degree in IT or related field

4+ years in enterprise IT support/Service Desk

Tools

Microsoft 365

ServiceNow

Intune / MDM

AD / Entra ID

Endpoint management tools

Job description

Old Republic Bitco is seeking a Senior IT Service Desk Technician to join our Atlanta, GA office in a hybrid role. You will deliver advanced end-user technology support, business application support, and workplace technology services across the organization.

You’ll resolve complex issues, mentor teammates, and contribute to modernization efforts within Client Services while collaborating with vendors and IT teams to ensure reliable technology services and strong user experience.