Service Desk Lead — Tech & Process Innovation

Intuit; Tucson (AZ); On-site; USD 65,000 - 85,000; Full time

Job summary

Intuit is seeking a Staff Service Desk Analyst to join our Workforce Technology team in a fast-paced, customer-focused environment. The role acts as the go-to lead for service desk operations, overseeing staff, incident resolution, and cross-functional coordination with vendors and internal teams.

You will own service delivery readiness, manage support queues, and drive process improvements while mentoring colleagues and contributing to knowledge base content.

Qualifications

• Bachelor's degree or equivalent relevant experience; ITIL, CompTIA, MCP/CCNA/MCSA/MCSE, or similar certification (or in-progress coursework) a plus.
• Proven experience in service desk, IT support, or technical program management, ideally with exposure to multi-site or distributed environments.
• Demonstrated ability to manage cross-functional relationships and influence without direct authority, working effectively with business leaders and vendor partners.
• Strong troubleshooting and technical aptitude, with the ability to translate between technical teams and non-technical stakeholders.

Responsibilities

• Serve as the primary liaison between business stakeholders and the Service Desk, driving readiness and alignment on service delivery.
• Own and manage dedicated support queues, overseeing the identification, prioritization, and resolution of end-user help requests.
• Configure, implement, and provide advanced support for incident resolution and service request processes involving applications, hardware, network, and business systems.
• Partner with external vendors and technical teams as the primary coordination point for both remote technical needs and onsite support logistics.
• Lead readiness planning and execution for new technology rollouts, including training and enabling Service Desk technicians ahead of any new tools or systems introduced.
• Work on complex, cross-functional assignments with limited supervision, drawing in specialized technical or vendor expertise whenever necessary.
• Exercise discretion and judgment to ensure Operational Service Levels are met, recommending custom solutions to business problems that can have enterprise-wide impact.
• Derive insights from support and incident data to recommend process improvements, both internally and with business partners, ensuring continual innovation.
• Partner with a diverse group of stakeholders – including developers, PMs, business leaders, vendors, and senior leadership – to resolve issues impacting end users systemically.
• Act as an escalation point for complex issues, taking ownership of resolution when a problem requires specialized knowledge or cross-team coordination beyond front-line support.
• Contribute to Knowledge Base content and keep process documentation current.
• Proactively lead planning cycles to prepare for upcoming technology refreshes, rollouts, and support scaling needs.
• Mentor and educate colleagues from a technical and growth perspective, providing documentation and training as needed.

Skills

Service desk

ITIL

Vendor coordination

Cross-functional collaboration

Communication

Program management

Technical aptitude

AI tools knowledge

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Job description

Intuit is seeking a Staff Service Desk Analyst to join our Workforce Technology team in a fast-paced, customer-focused environment. The role acts as the go-to lead for service desk operations, overseeing staff, incident resolution, and cross-functional coordination with vendors and internal teams.

You will own service delivery readiness, manage support queues, and drive process improvements while mentoring colleagues and contributing to knowledge base content.