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:
o User provisioning and deprovisioning
o 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:
o Azure Entra ID / Azure Active Directory
o Windows Server administration
o AWS cloud support
- 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