Senior Service Desk Lead - Windows/macOS, IAM & Automation

Business Wire; San Francisco (CA); Remote; USD 85,000 - 91,000; Full time

Benefits offered by this job

Remote work

Health benefits

Fitness stipend

Tuition reimbursement

401(k) match

PTO & holidays

Job summary

Business Wire, a Berkshire Hathaway company, seeks a Senior Service Desk Technician to lead and deliver high-quality end-user technology support across Windows and macOS environments. You will drive complex incidents, mentor technicians, and collaborate with internal teams and vendors to ensure service excellence.

The role emphasizes ownership of business-critical incidents, on-call support, and continuous improvement of service delivery through automation and best practices.

Qualifications

• 5+ years in a Service Desk or Help Desk.
• Strong knowledge of Windows 10/11 and macOS.
• Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Experience with endpoint management tools (Jamf and Intune).
• Experience with ITSM/ticketing platforms (ServiceNow, Jira).
• Solid understanding of ITIL, Incident and Problem Management.
• Working knowledge of basic networking and security concepts (2+ years).
• Hands-on experience administering Okta including SSO, MFA, provisioning workflows.
• Ability to work independently while collaborating within a team.
• Strong troubleshooting skills under pressure and ability to handle multiple priorities.
• Commitment to excellent customer service.
• Scripting experience (PowerShell, Bash) preferred.
• Experience with automation/workflows and zero-touch provisioning preferred.
• Experience leading projects or mentoring junior technicians preferred.
• Experience coordinating with vendors and third-party support providers preferred.

Responsibilities

• Lead and assist Service Desk Technicians in supporting employees and clients.
• Act as senior escalation point for complex incidents.
• Own critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and vendors.
• Respond promptly to outages and access issues with sound judgment.
• Drive incidents to completion with timely updates to stakeholders.
• Participate in on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk projects to improve delivery.
• Collaborate with Technology teams following industry best practices.
• Provide advanced troubleshooting for Windows 10/11 and macOS devices.
• Support a wide range of applications, hardware, peripherals, and connectivity issues.
• Administer endpoint management platforms (Intune, Jamf) ensuring device compliance.
• Support zero-touch provisioning and automated enrollment workflows for Mac/Windows.
• Install, configure, and maintain IT equipment per company standards.
• Administer Microsoft cloud services (Exchange Online, Entra ID, Intune).
• Support identity platforms such as Okta, including MFA and provisioning workflows.
• Work with vendors to resolve issues quickly.
• Automate workflows and improve endpoints lifecycle processes.
• Document incidents, root cause analyses, and resolutions in ticketing system.
• Create and maintain technical docs, runbooks, and knowledge bases.
• Provide technical leadership, mentoring, and escalation support.
• Deliver technology training and knowledge sharing to end users.
• Communicate clearly with users at all levels.

Skills

Customer service

Troubleshooting

Mentoring

Communication

Team collaboration

On-call experience

Project leadership

Independent work

Tools

Jamf

Intune

Exchange Online

Entra ID

Okta

PowerShell

Bash

ServiceNow

Jira

Job description

Business Wire, a Berkshire Hathaway company, seeks a Senior Service Desk Technician to lead and deliver high-quality end-user technology support across Windows and macOS environments. You will drive complex incidents, mentor technicians, and collaborate with internal teams and vendors to ensure service excellence.

The role emphasizes ownership of business-critical incidents, on-call support, and continuous improvement of service delivery through automation and best practices.