Senior IT Service Desk Lead — Incident Mastery & Mentorship (Remote)

Businesswire; Oregon; Remote; USD 105,000 - 110,000; Full time

Benefits offered by this job

Remote work

Health benefits

Fitness stipend

401(k) matching

Paid time off

Job summary

Business Wire, a Berkshire Hathaway company, is seeking a Senior Service Desk Lead in the United States (remote optional within the US). The role combines hands-on technical work with leadership, owning incidents, guiding the team, and driving process improvements to raise the maturity of the Service Desk.

You will mentor staff, manage escalations, coordinate major incidents, and collaborate with Infrastructure, Security and Engineering to deliver reliable support for Windows, macOS, M365,

Qualifications

• Senior-level escalation experience and ownership of incidents.
• Strong troubleshooting across Windows, macOS, and endpoint tools.
• Experience with Intune, Jamf, Entra ID, Okta.
• Proficiency in ITSM platforms (Jira/ServiceNow).
• Ability to mentor and lead a Service Desk team.

Responsibilities

• Serve as senior escalation point for complex incidents.
• Lead major incident coordination through resolution.
• Provide advanced support for Windows, macOS, M365, Okta, Jamf, Intune.
• Support onboarding/offboarding and identity lifecycle.
• Administer endpoint management platforms and device compliance.
• Maintain inventory records and hardware provisioning/refresh.
• Identify, implement process improvements and automation.
• Create and maintain runbooks and knowledge articles.
• Mentor Service Desk team members and provide leadership.
• Collaborate with Infrastructure, Security, Engineering and business teams.
• Participate in on-call rotations and after-hours escalations.
• Deliver exceptional customer service while balancing priorities.

Skills

Escalation leadership

Advanced troubleshooting

Windows administration

macOS administration

Intune administration

Jamf administration

Entra ID administration

Okta administration

ITSM tools (Jira/ServiceNow)

Identity management

Automation scripting (PowerShell/Bash)

Documentation and runbooks

Cross-team collaboration

Tools

Jira Service Management

ServiceNow

Confluence

Jira

Job description

Business Wire, a Berkshire Hathaway company, is seeking a Senior Service Desk Lead in the United States (remote optional within the US). The role combines hands-on technical work with leadership, owning incidents, guiding the team, and driving process improvements to raise the maturity of the Service Desk.

You will mentor staff, manage escalations, coordinate major incidents, and collaborate with Infrastructure, Security and Engineering to deliver reliable support for Windows, macOS, M365,