Senior IT Service Desk Lead - Remote & Mentoring

Medium

San Francisco (CA)

On-site

USD 85,000 - 91,000

Full time

14 days+

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Benefits offered by this job

Remote work option

Health benefits from day one

$100 monthly fitness stipend

Tuition reimbursement

Job summary

Business Wire, a Berkshire Hathaway company, is seeking a Senior Service Desk Technician to deliver high-quality end-user technology support and lead Service Desk initiatives. You’ll mentor junior technicians, drive process improvements, and ensure service excellence in Windows and macOS environments.

The role supports Microsoft Intune and Jamf, with on-call responsibilities and collaboration across Technology teams.

Qualifications

5+ years in a Service Desk or Help Desk environment.
Strong knowledge of Windows 10/11 and macOS support.
Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
Experience with endpoint management tools (Jamf and Intune).
Experience with ITSM/ticketing platforms (ServiceNow, Jira).
Solid understanding of ITIL practices (Incident/Problem).
Networking and security basics (2+ years).
Experience with Okta SSO, MFA, provisioning workflows.

Responsibilities

Lead and assist Service Desk Technicians in supporting internal employees and external clients.
Act as a senior escalation point for complex incidents.
Participate in on-call rotations, including after-hours escalations.
Lead or contribute to Service Desk projects to improve delivery.
Collaborate with Technology teams using industry best practices.
Provide advanced troubleshooting for Windows 10/11 and macOS devices.
Administer Microsoft cloud services (Exchange Online, Entra ID, Intune).
Support Okta identity platform provisioning and MFA policies.
Document incidents, root causes, and resolutions in the ticketing system.