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.

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