Senior Service Desk Lead — 24/7 IT Support & Automation

Verathon, Inc.; Bothell (WA); On-site; USD 44,000 - 66,000; Full time

Benefits offered by this job

Annual bonus plan

Competitive benefits package (medical,

401(k) matching

Job summary

Verathon, Inc. is seeking a Senior Service Desk Technician in Bothell, WA to act as the final escalation point for complex IT issues and mentor Tier I-III staff.

The role coordinates 24/7 coverage across Bothell, Burnaby, and Amsterdam, while reporting metrics and driving automation to improve service delivery. The ideal candidate has 4–6 years of IT support experience with leadership capability, strong communication, and ITIL/ITSM familiarity.

Qualifications

• AA degree or relevant IT certification required; CompTIA A+, ITIL v4 Foundation, Microsoft certifications, or HDI preferred.
• Excellent written and verbal communication skills.
• Ability to operate with minimal direction and serve as an informal team leader.
• Experience creating SOPs and technical documentation.

Responsibilities

• Assist with day-to-day coverage planning for 24/7 availability across Bothell, Burnaby, and Amsterdam.
• Serve as final escalation point for complex Tier I-III issues and diagnose root causes.
• Deliver exceptional customer service and de-escalate high-pressure incidents.
• Report metrics, KPIs, and staffing to the Service Desk Manager weekly.
• Mentor Tier I-III technicians through coaching and knowledge transfer.
• Drive process improvements including automation to boost efficiency.
• Maintain SOPs and knowledge base articles for recurring issues.

Skills

Leadership

Communication

Problem solving

Time management

Customer service

Education

AA degree or IT certification

Tools

Microsoft Intune

Microsoft Autopilot

Microsoft Azure

Active Directory

ITSM platforms (Freshservice)

ITSM platforms (ServiceNow)

ITSM platforms (Jira Service Management)

Windows

Microsoft 365

macOS

Job description

Verathon, Inc. is seeking a Senior Service Desk Technician in Bothell, WA to act as the final escalation point for complex IT issues and mentor Tier I-III staff.

The role coordinates 24/7 coverage across Bothell, Burnaby, and Amsterdam, while reporting metrics and driving automation to improve service delivery. The ideal candidate has 4–6 years of IT support experience with leadership capability, strong communication, and ITIL/ITSM familiarity.