Service Desk Lead - Enterprise IT

Inktel Contact Center Solutions; Town of Florida (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Inktel Contact Center Solutions seeks an experienced Service Desk Lead to own and elevate enterprise IT support operations. This role requires hands-on technical leadership supporting executives and enterprise users across law, finance, and corporate offices.

You will drive service desk performance, automation initiatives, and ITIL-aligned improvements. Responsibilities include leading the desk, provisioning Azure Entra ID, managing Windows Server and AWS support, and implementing automation via

Qualifications

• 7+ years in IT support or service desk roles.
• 2+ years in a Service Desk Lead, Senior Service Desk, or IT Team Lead role.
• Experience in enterprise IT environments (law firms, accounting firms, financial services, or large corporations).
• Strong experience with Azure Entra ID / Azure Active Directory, Windows Server administration, AWS cloud support, and IT automation tools.
• Excellent troubleshooting across identity, cloud, networking, and enterprise apps.
• Excellent communication with executives and business stakeholders.

Responsibilities

• Lead and manage the IT Service Desk team in an enterprise environment.
• Provide escalation support for complex technical issues and executive-level users.
• Support and administer Azure Entra ID provisioning, deprovisioning, CA, MFA, SSO, and group management.
• Support Windows Server environments including AD, GPOs, DNS, and patching.
• Provide operational support for AWS infrastructure and cloud services.
• Monitor, triage, and resolve tickets while meeting SLA and KPI targets.
• Design and implement IT automation workflows using Power Automate, n8n, or similar platforms.
• Automate common IT tasks: account creation, approvals, notifications, and reporting.
• Maintain IT documentation, knowledge base articles, and SOPs.
• Improve service desk processes using ITIL best practices.

Skills

IT leadership

Azure Entra ID

Azure Active Directory

Windows Server

AWS cloud

IT automation

Power Automate

n8n

Executive communication

SLA / KPI management

Tools

Azure Entra ID

Azure Active Directory

Power Automate

n8n

PowerShell

Job description

Job Summary

We are hiring an experienced Service Desk Lead to lead enterprise IT support operations in a high‑visibility, professional environment. This role requires hands‑on technical expertise and leadership experience supporting executives and enterprise users in industries such as law firms, accounting firms, financial services, or corporate offices. The Service Desk Lead will oversee day‑to‑day service desk operations, provide advanced technical support, and drive automation initiatives using Power Automate, n8n, and similar tools.

Key Responsibilities

• Lead and manage the IT Service Desk team in an enterprise environment
• Provide escalation support for complex technical issues and executive‑level users
• Support and administer Azure Entra ID (Azure Active Directory) including user provisioning and deprovisioning, Conditional Access, MFA, SSO, and group management
• Support Windows Server environments including Active Directory, GPOs, DNS, and patching
• Provide operational support for AWS infrastructure and cloud services
• Monitor, triage, and resolve service desk tickets while meeting SLA and KPI targets
• Design and implement IT automation workflows using Power Automate, n8n, or similar platforms
• Automate common IT tasks such as account creation, approvals, notifications, and reporting
• Maintain IT documentation, knowledge base articles, and standard operating procedures (SOPs)
• Improve service desk processes using ITIL best practices

Required Skills & Experience

• 7+ years of experience in IT support or service desk roles
• 2+ years in a Service Desk Lead, Senior Service Desk, or IT Team Lead role
• Experience working in enterprise IT environments (law offices, accounting firms, financial services, or large corporations)
• Strong experience with Azure Entra ID / Azure Active Directory, Windows Server administration, AWS cloud support, and proven experience with IT automation using Power Automate, n8n, or similar workflow tools
• Strong troubleshooting skills across identity, cloud, networking, and enterprise applications
• Excellent communication skills with executives and business stakeholders

Preferred Qualifications

• ITIL certification or ITIL framework experience
• PowerShell or scripting experience
• Microsoft 365 administration experience (Exchange Online, Intune, SharePoint)
• Experience in compliance‑driven environments (SOC 2, PCI DSS, ISO 27001)
• Experience integrating automation with ticketing systems