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
- Own the technical direction, lifecycle management, and operational health of Windows infrastructure platforms.
- Establish standards, configuration baselines, and operational practices across infrastructure services.
- Lead infrastructure modernization initiatives across Windows, VMware, AWS, identity platforms, and endpoint management systems.
- Evaluate new technologies and recommend improvements that increase reliability, security, scalability, and operational efficiency.
- Serve as the senior escalation point for complex infrastructure incidents and operational issues.
- Lead major incident response efforts and coordinate cross-functional technical teams during business-impacting outages.
- Drive root cause analysis and ensure permanent corrective actions are implemented.
- Design, administer, and optimize Windows Server environments and hybrid identity services.
- Manage Active Directory, Entra ID, Group Policy, identity synchronization, and authentication services.
- Maintain and support VMware vSphere, ESXi hosts, vCenter, and associated infrastructure components.
- Administer and support AWS infrastructure services, including EC2, IAM, networking, monitoring, and storage services.
- Troubleshoot DNS, DHCP, load balancing, certificate services, and core infrastructure dependencies.
- Lead audit remediation efforts, access reviews, evidence collection, and infrastructure control improvements.
- Partner with Information Security to improve vulnerability management, identity governance, and infrastructure security controls.
- Design and implement automation solutions using PowerShell, Infrastructure as Code, APIs, and cloud-native tooling.
- Eliminate manual processes through automation, orchestration, and workflow improvements.
- Develop repeatable deployment, maintenance, patching, and compliance standards.
- Maintain infrastructure documentation, architecture diagrams, standards, and operational runbooks.
- Mentor engineers, administrators, and Service Desk personnel through technical leadership and knowledge transfer.
- Collaborate across Infrastructure, Security, Service Desk, DBA, Applications, and vendor teams to improve operational maturity and service reliability.
What You'll Need
- 8+ years supporting enterprise infrastructure environments as a Systems Engineer, Infrastructure Engineer, or senior technical resource.
- Deep expertise with Windows Server, Active Directory, Entra ID, Group Policy, and hybrid identity environments.
- Advanced VMware vSphere, ESXi, and vCenter administration and troubleshooting skills.
- Strong AWS infrastructure experience including EC2, IAM, networking, and cloud operations.
- Experience leading infrastructure projects from design through implementation.
- Experience serving as a senior escalation point during business-critical incidents and outages.
- Strong PowerShell automation and scripting capabilities.
- Experience with vulnerability remediation, patch management, and infrastructure lifecycle management.
- Experience performing audit remediation, access reviews, compliance documentation, and regulatory support activities.
- Strong knowledge of DNS, DHCP, networking fundamentals, and infrastructure troubleshooting.
- Experience with Infrastructure as Code, automation frameworks, or configuration-management practices.
- Ability to evaluate technical risk, make sound operational decisions, and balance short-term needs with long-term strategy.
- Strong written communication, documentation, and cross-functional collaboration skills.
- Ability to participate in an on-call rotation and respond effectively during major incidents.
- Experience with monitoring or SIEM tools (Splunk, CloudWatch, OpenSearch) is a plus.
- VMware, Microsoft, Entra ID, AWS certifications is a plus.
- Prior experience in audit-driven or highly regulated technical environments is a plus.
What We Offer
- The base salary range for this position is $130K to $135K/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.