Senior Service Desk Lead — Windows/macOS & IAM Automation

Lever, Inc.; San Francisco (CA); On-site; USD 85,000 - 91,000; Full time

Benefits offered by this job

Remote work

Health benefits

$100 monthly fitness stipend

Tuition reimbursement

401(k) plan with company match

Job summary

Business Wire is seeking a Senior Service Desk Technician to deliver high-quality end-user technology support and lead service desk initiatives. You will support Windows 10/11 and macOS, mentor junior technicians, and collaborate with Technology teams and vendors to ensure service excellence.

This role involves on-call rotations, advanced troubleshooting, endpoint management with Intune and Jamf, Okta provisioning, and incident documentation.

Qualifications

• 5+ years experience in a Service Desk or Help Desk environment.
• Strong knowledge of Windows 10/11 and macOS support.
• Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Strong experience with endpoint management tools, especially Jamf and Intune.
• Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar).
• Solid understanding of ITIL practices, especially Incident and Problem Management.
• Working knowledge of basic networking and security concepts (2+ years).
• In-depth, hands-on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows.
• Ability to work independently while collaborating effectively within a team.
• Strong troubleshooting skills with the ability to perform under pressure and handle multiple priorities.
• Demonstrated commitment to providing excellent customer service.
• Basic scripting experience (PowerShell, Bash, or similar) preferred.
• Experience supporting automation workflows and zero-touch device provisioning preferred.
• Prior 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 internal employees and external clients.
• Act as a senior escalation point for complex or unresolved incidents.
• Participate in and support on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk-focused projects, with attention to improving roles, responsibilities, and service delivery.
• Collaborate proactively with Technology teams using industry best practices.
• Provide advanced troubleshooting and support for Windows 10/11 and macOS devices.
• Support a wide range of applications, hardware, peripherals, and connectivity issues.
• Administer endpoint management platforms, including Microsoft Intune and Jamf, ensuring device compliance throughout the lifecycle.
• Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices.
• Install, configure, and maintain IT equipment and software in alignment with company standards.
• Administer Microsoft cloud services, including Exchange Online, Entra ID (Azure AD), and Intune.
• Support identity and access management platforms such as Okta, including user provisioning, MFA, group management, and entitlement enrollment/disenrollment.
• Work directly with vendors and third parties to resolve service-impacting issues in a timely manner.
• Support endpoint and user lifecycle processes through automation and basic scripting.
• Recommend and implement workflow improvements to reduce resolution time and improve service quality.
• Accurately document incidents, requests, root cause analysis, and resolutions in the ticketing system.
• Maintain technical documentation, process guides, and knowledge base articles.
• Provide technical guidance and mentoring to junior Service Desk staff.
• Deliver technology training and knowledge-sharing sessions for end users.
• Communicate clearly and professionally with users at all levels of the organization.

Skills

Windows support

macOS support

Microsoft 365

Intune

Jamf

ITIL

Incident management

Problem management

Networking basics

Okta provisioning

SSO/MFA

PowerShell

Automation workflows

Vendor coordination

Mentoring

Customer service

Education

ITIL certification (preferred)

Tools

ServiceNow

Jira

Job description

Business Wire is seeking a Senior Service Desk Technician to deliver high-quality end-user technology support and lead service desk initiatives. You will support Windows 10/11 and macOS, mentor junior technicians, and collaborate with Technology teams and vendors to ensure service excellence.

This role involves on-call rotations, advanced troubleshooting, endpoint management with Intune and Jamf, Okta provisioning, and incident documentation.