About this role
About the Role
The Senior Service Desk Technician plays a critical role in delivering high-quality end-user technology support while providing operational leadership within the Service Desk. This role supports Windows and macOS environments, leads complex incident resolution and service desk initiatives, and collaborates closely with internal Technology teams and vendors to ensure service excellence aligned with best practices.
The ideal candidate combines strong technical expertise and the ability to lead through action by helping technicians, improving operational processes, driving accountability, and continuously improving Service Desk delivery.
What You'll Do
- Serve as the senior escalation point for complex Service Desk incidents and user-impacting issues.
- Lead major incident coordination and drive issues through resolution.
- Provide advanced support for Windows, macOS, Microsoft 365, Okta, Jamf, and Intune environments.
- Support employee onboarding, offboarding, and identity lifecycle processes.
- Administer endpoint management platforms and maintain device compliance throughout the lifecycle.
- Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.
- Identify and implement process improvements, automation opportunities, and workflow efficiencies.
- Create and maintain operational documentation, knowledge articles, and support runbooks.
- Mentor Service Desk team members and provide hands-on technical leadership.
- Partner with Infrastructure, Security, Engineering, and business teams to resolve issues and improve service delivery.
- Participate in on-call rotations and support after-hours escalations when required.
- Deliver exceptional customer service while balancing operational priorities and business impact.
What You'll Need
- 10+ years of experience in Service Desk, End User Computing, IT Operations, or IT Support environments.
- 5+ years operating in a senior, lead, or escalation-focused role with responsibility for complex incidents, mentoring, and operational leadership.
- Advanced troubleshooting skills across Windows, macOS, Microsoft 365, and endpoint technologies.
- Strong administration experience with Intune, Jamf, Entra ID, and Okta.
- Experience with Jira, ServiceNow, or similar ITSM platforms.
- Experience supporting employee onboarding, offboarding, and identity management processes.
- Ability to act as an escalation point for complex technical and operational issues.
- Strong troubleshooting, prioritization, and decision-making skills.
- Experience documenting procedures, knowledge articles, and operational processes.
- Ability to work independently while collaborating effectively across teams.
- Strong written and verbal communication skills.
- Demonstrated commitment to customer service and operational excellence.
- PowerShell, Bash, Terraform, or other scripting experience is a plus
- Experience with automation, zero-touch provisioning, and workflow improvements is a plus.
- Experience mentoring technicians or serving as a technical lead is a plus.
- Experience with asset lifecycle management and inventory platforms is a plus.
- Experience with Jira Service Management and Confluence is a plus.
- ITIL Foundation, Microsoft and AWS certifications is a plus.
What We Offer
- The base salary range for this position is $105K to $110K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time.
Business Wire’s total rewards include:
- Ability to work remotely
- Excellent health benefits that begin on your first day of employment
- $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
- 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
- PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!
A pre-employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.