Service Desk Lead & Escalation Specialist

The Intersect Group; Washington; Hybrid; USD 65,000 - 90,000; Full time

Job summary

The Intersect Group is seeking a Service Desk Administrator to provide technical oversight and guide the Service Desk team in resolving escalated end-user issues and complex requests. This role aims to improve overall operations by reducing escalations to senior resources.

You will stay current with technologies, maintain documentation, and collaborate with management to escalate issues as needed. The position offers a hybrid work model with onsite and remote work possibilities.

Qualifications

• Requires 2 certifications from vendors such as Apple, CompTIA, or Microsoft.
• Minimum of 6 years of professional ITSM experience; MSP experience preferred.
• High school diploma or GED; associate degree or higher preferred.
• Advanced experience in at least one or more technical specialties.
• Strong knowledge of system hardware, software, and operating systems.
• Experience with cloud solutions like Office 365 and Google Apps; networking concepts; AD and Group Policy.

Responsibilities

• Provide technical oversight and guidance to Service Desk staff.
• Resolve escalated end-user issues and complex requests.
• Maintain and update system documentation and service ticket records.
• Create and update knowledge articles for Service Desk personnel.
• Manage impact, risk, and implementation of complex change requests.
• Troubleshoot and resolve incidents to restore service quickly.

Skills

Attention to detail

Team collaboration

Effective communication

Time management

Customer focus

Education

High school diploma or GED

Associate degree or higher preferred

Two certifications from Apple/CompTIA/Microsoft

Tools

Office 365

Google Apps

Active Directory

Group Policy

Azure

AWS

SQL Server

RDS

Job description

The Intersect Group is seeking a Service Desk Administrator to provide technical oversight and guide the Service Desk team in resolving escalated end-user issues and complex requests. This role aims to improve overall operations by reducing escalations to senior resources.

You will stay current with technologies, maintain documentation, and collaborate with management to escalate issues as needed. The position offers a hybrid work model with onsite and remote work possibilities.