Service Desk Lead - Enterprise IT

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.

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
• 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