IT Service Desk Lead and Operations Analyst II HYBRID -candidate must be able to come into DC office two-three days a week Job Description: The Service Desk Lead and IT Operations Analyst is responsible for day-to-day IT support operations and escalation management, ensuring a responsive, high-quality technology experience for employees. This role serves as the primary Level 2 escalation point, while also providing hands-on technical ownership of endpoint management, Microsoft 365, and identity/access processes. This is a doer-Leader role, balancing technical execution, operational ownership, and mentoring of team members without direct people management responsibilities.
Responsibilities: - Day-to-day ownership of the Service Desk, ticket queue, and service delivery operations
- Provide day-to-day guidance, mentoring, training, and quality oversight for IT support teammates
- Monitor, prioritize, and manage ticket workloads to ensure SLAs are met
- Serve as the primary escalation point for complex technical issues
- Provide advanced troubleshooting across Microsoft 365, endpoints, identity, hardware, software, and user access
- Reinforce white glove customer service standards and support excellence across the IT team
- Maintain Service Desk standards, knowledge management, documentation, and operating procedures
- Report on ticket trends, SLA performance, and operational health metrics
- Standardize and continuously improve IT support processes and workflows
- Manage user provisioning, deprovisioning, permissions, and role-based access controls
- Partner with IT leadership to support security, compliance, and operational initiatives
- Own endpoint lifecycle management, including deployment, patching, updates, compliance, and device health
- Maintain accurate hardware and software asset inventories, assignments, refresh planning, and retirement processes
- Coordinate employee onboarding, transfers, and offboarding activities to ensure a seamless technology experience
- Provision and recover equipment, software, accounts, and access throughout the employee lifecycle
- Partner with HR to improve onboarding, offboarding, and employee lifecycle workflows
- Support infrastructure, workplace technology, and other IT projects
- Coordinate onsite and extended-hours support coverage as needed
- Partner closely with HR to improve lifecycle workflows
- Standardize and improve IT processes and workflows
- Develop clear documentation and operating procedures
- Support small IT infrastructure and workplace technology projects
Qualifications: - 4+ years of IT support or service desk experience
- Strong experience with:
- Microsoft 365 administration
- Endpoint/device management, including Intune
- Identity and access management
- Supporting Autodesk, Adobe Creative Cloud, Bluebeam, or other AEC-industry applications
- Experience acting as an escalation point (Level 2 or senior support)
- Prior experience mentoring or supporting junior teammates
- Strong communication skills and customer-service mindset
- Preferred IT experience at an Architectural, Design, Engineering or Construction firm
About OTJ: OTJ is a premier architecture and design firm with offices in Washington, D.C., New York City, Miami, San Francisco, Boston, Dallas, and Chicago. For 35+ years we have experienced an unparalleled and uninterrupted growth trajectory fueled by the design of award-winning projects for leading organizations across North America. We pride ourselves on our diverse and inclusive team as we continue our dynamic growth. We are now poised to further expand our reach and believe your skills and experience will be an asset to the ongoing success of our team. We are confident that OTJ will offer you the opportunity to do your best, most creative work in a dynamic atmosphere that welcomes fresh ideas.
Application: Qualified candidates should send resume and relevant work samples to HR@otj.com. Email must include number of years of IT support desk experience and if a U.S. citizen. Because this position may support federal government projects that require U.S. citizenship as a bona fide occupational qualification, we are unable to move forward with candidates who do not meet this requirement. Equal Employment Opportunity Statement:
OTJ is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or any other protected characteristic under federal, state, or local law.
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