Senior Service Desk Lead - Onsite, Mentoring & Escalations

102 H.I.G. Capital Management, LLC; Coral Gables (FL); On-site; USD 90,000 - 135,000; Full time

Job summary

H.I.G. Capital in Coral Gables, FL seeks a Lead Analyst, Service Desk to oversee day-to-day IT support and mentor a team of analysts.

This 100% onsite role includes an annual rotation between Coral Gables and Miami/Brickell offices to support senior leaders and key initiatives. The ideal candidate has 5+ years in enterprise service desk, strong Windows/M365, SCCM/Intune expertise, and experience with VMware, networks, and security monitoring.

Qualifications

• Bachelor’s degree or equivalent work experience in IT operations.
• 5+ years in a hands-on Service Desk or enterprise IT environment with supervisory experience.
• Expert-level knowledge of Windows and Microsoft 365 plus SCCM/Intune.

Responsibilities

• Lead and mentor the Service Desk team and interns.
• Serve as the primary escalation point for complex Tier 2-3 incidents across hardware, software, mobile devices, enterprise applications, and network systems.
• Oversee day-to-day operations of the Service Desk, ensuring timely incident resolution and adherence to SLAs.
• Collaborate with IT management to develop, implement, and improve IT support processes and procedures.
• Provide strategic input on IT initiatives, system upgrades, and new technology deployments to enhance productivity and security.
• Maintain and manage IT assets, including imaging, configuration, and lifecycle management, ensuring accuracy of inventory and compliance with policies.
• Monitor enterprise IT systems, including endpoint security solutions, network devices, and alerting/monitoring tools, proactively addressing potential issues.
• Work closely with internal teams and business stakeholders to provide enhanced support for key leaders and high‑priority initiatives.
• Document and maintain knowledge base articles, service desk procedures, and escalation protocols to ensure knowledge continuity.
• Participate in vendor management, liaising with external support organizations as necessary for complex technical issues.

Skills

Leadership experience

Analytical thinking

Communication skills

Mentoring

Education

Bachelor’s degree in Computer Science or Information Systems

High school diploma with equivalent work experience

Tools

Windows 10/11

Office 365/Microsoft 365

SCCM

Intune

Windows Server

VMware

Networking

Cisco devices

Fortinet devices

Firewalls

Endpoint security

PRTG

LogicMonitor

Azure AZ-900

Azure AZ-104

CompTIA A+

CompTIA Network+

Job description

H.I.G. Capital in Coral Gables, FL seeks a Lead Analyst, Service Desk to oversee day-to-day IT support and mentor a team of analysts.

This 100% onsite role includes an annual rotation between Coral Gables and Miami/Brickell offices to support senior leaders and key initiatives. The ideal candidate has 5+ years in enterprise service desk, strong Windows/M365, SCCM/Intune expertise, and experience with VMware, networks, and security monitoring.