Senior Service Desk Lead: Hands-on IT Ops & Mentoring

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 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