Senior Service Desk Lead

Business Wire; United States; Remote; USD 105,000 - 110,000; Full time

Benefits offered by this job

Remote work

Excellent health benefits

$100 monthly fitness stipend

Tuition reimbursement

401(k) plan with company match

PTO, floating holidays

Job summary

Business Wire is seeking a Senior Service Desk Lead who will act as the senior escalation point for complex incidents, mentor team members, and drive operational improvements. This role combines hands-on technical leadership with process maturity to elevate Service Desk performance across Windows, macOS, M365, Intune, Jamf, and identity platforms.

The successful candidate will own incident resolution, lead major incident coordination, and collaborate with Infrastructure, Security, and

Qualifications

• 10+ years in Service Desk or IT Operations roles.

Responsibilities

• Serve as the senior escalation point for complex Service Desk incidents and user-impacting issues.

Skills

IT Operations

End User Computing

Windows

macOS

Microsoft 365

Intune

Jamf

Entra ID

Okta

ITSM

Onboarding/Offboarding

Identity management

Tools

Jira

ServiceNow

Confluence

Job description

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

The Senior Service Desk Lead serves as the senior operational and technical resource within the Service Desk organization, responsible for incident ownership, advanced troubleshooting, process improvement, documentation, mentoring team members, and improving the overall effectiveness of Service Desk operations.

This is a senior-level working lead position. The successful candidate is expected to remain hands-on while serving as the primary escalation point for the Service Desk. In addition to resolving complex technical issues, this individual is expected to mentor team members, improve operational processes, drive documentation standards, and help raise the overall maturity of the Service Desk organization.

The ideal candidate demonstrates strong technical expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team performance through direct participation and leadership.

What You'll Do

• Serve as the senior escalation point for complex Service Desk incidents and user-impacting issues.
• Lead major incident coordination and drive issues through resolution.
• Provide advanced support for Windows, macOS, Microsoft 365, Okta, Jamf, and Intune environments.
• Support employee onboarding, offboarding, and identity lifecycle processes.
• Administer endpoint management platforms and maintain device compliance throughout the lifecycle.
• Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.
• Identify and implement process improvements, automation opportunities, and workflow efficiencies.
• Create and maintain operational documentation, knowledge articles, and support runbooks.
• Mentor Service Desk team members and provide hands‑on technical leadership.
• Partner with Infrastructure, Security, Engineering, and business teams to resolve issues and improve service delivery.
• Participate in on‑call rotations and support after‑hours escalations when required.
• Deliver exceptional customer service while balancing operational priorities and business impact.

What You'll Need

• 10+ years of experience in Service Desk, End User Computing, IT Operations, or IT Support environments.
• 5+ years operating in a senior, lead, or escalation-focused role with responsibility for complex incidents, mentoring, and operational leadership.
• Advanced troubleshooting skills across Windows, macOS, Microsoft 365, and endpoint technologies.
• Strong administration experience with Intune, Jamf, Entra ID, and Okta.
• Experience with Jira, ServiceNow, or similar ITSM platforms.
• Experience supporting employee onboarding, offboarding, and identity management processes.
• Ability to act as an escalation point for complex technical and operational issues.
• Strong troubleshooting, prioritization, and decision‑making skills.
• Experience documenting procedures, knowledge articles, and operational processes.
• Ability to work independently while collaborating effectively across teams.
• Strong written and verbal communication skills.
• Demonstrated commitment to customer service and operational excellence.
• PowerShell, Bash, Terraform, or other scripting experience is a plus
• Experience with automation, zero‑touch provisioning, and workflow improvements is a plus.
• Experience mentoring technicians or serving as a technical lead is a plus.
• Experience with asset lifecycle management and inventory platforms is a plus.
• Experience with Jira Service Management and Confluence is a plus.
• ITIL Foundation, Microsoft and AWS certifications is a plus.

What We Offer

• The base salary range for this position is $105K to $110K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time.

Business Wire’s total rewards include:

• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

A pre-employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.