Senior Service Desk Lead — Remote & Hands-On Mentor

Business Wire; Oregon; Hybrid; USD 105,000 - 110,000; Full time

Benefits offered by this job

Excellent health benefits

Remote work option

$100 monthly fitness allotment

Tuition reimbursement

401(k) with company match

Profit sharing

PTO & holidays

Job summary

Business Wire is seeking a Senior Service Desk Lead to own complex incidents, mentor a team, and drive improvements across Windows, macOS, M365, and identity platforms. The role combines hands-on technical work with leadership responsibilities to raise service maturity.

You will coordinate major incidents, manage on-call escalations, and partner with Infrastructure, Security, and Engineering to deliver top-tier support. A strong emphasis on documentation and customer service is required.

Qualifications

• 10+ years in Service Desk/IT ops
• 5+ years in senior/escalation role
• Advanced troubleshooting across Windows/macOS and endpoint tech
• Experience with Intune, Jamf, Entra ID, Okta
• Experience with Jira/ServiceNow or similar ITSM platforms
• Experience onboarding/offboarding and identity management
• Strong problem-solving and decision-making skills
• Ability to work independently and cross-team
• Strong written and verbal communication
• ITIL/Microsoft/AWS certifications are a plus

Responsibilities

• Serve as the senior escalation point for complex Service Desk incidents.
• Lead major incident coordination and drive resolution.
• Provide advanced support for Windows, macOS, M365, Okta, Jamf, Intune.
• Support employee onboarding, offboarding, and identity lifecycle processes.
• Administer endpoint management platforms and maintain device compliance.
• Maintain inventory records and hardware provisioning/recovery.
• Identify and implement process improvements and automation.
• Create and maintain runbooks and knowledge articles.
• Mentor Service Desk team members and provide hands-on leadership.
• Partner with Infrastructure, Security, Engineering and business teams to improve service delivery.
• Participate in on-call rotations and after-hours escalations as needed.
• Deliver exceptional customer service while balancing priorities.

Skills

Escalation leadership

Incident ownership

Advanced troubleshooting

Mentoring

Documentation

Communication

On-call readiness

Tools

Jira

ServiceNow

Job description

Business Wire is seeking a Senior Service Desk Lead to own complex incidents, mentor a team, and drive improvements across Windows, macOS, M365, and identity platforms. The role combines hands-on technical work with leadership responsibilities to raise service maturity.

You will coordinate major incidents, manage on-call escalations, and partner with Infrastructure, Security, and Engineering to deliver top-tier support. A strong emphasis on documentation and customer service is required.