Senior Service Desk Lead
Business Wire is hiring for the position of Senior Service Desk Lead as a remote role open to applicants in United States. The listing describes it as a full-time, senior position.
DGJ summary of this job
Our own short read of this listing, built only from the facts it gives. The employer’s original text follows further down.
Business Wire is hiring for the position of Senior Service Desk Lead as a remote role open to applicants in United States. The listing describes it as a full-time, senior position.
From the advert, the main requirements are 10+ years of experience.
The advert mentions AWS, Terraform, Jira and customer service among the skills and tools for this role.
Pay stated in the listing: $105,000 - $110,000 per year.
Benefits mentioned in the advert: health insurance, pension or retirement plan and paid time off.
Dev Global Jobs found this job on Himalayas on Oct 17, 2026; applications close on Dec 16, 2026.
- Employer
- Business Wire
- Location
- Remote (United States)
- Job type
- Full-time
- Level (from the title)
- senior
- Pay
- $105,000 - $110,000 per year
- Experience asked
- 10+ years
- Found
- Oct 17, 2026 on Himalayas
- Closes
- Dec 16, 2026
- Employer text
- 724 words, about 3 min to read
- Apply only on the official page (himalayas.app). Dev Global Jobs is not the employer and never asks for a fee.
- Compare your own experience with the 10+ years the advert asks for, and show it clearly near the top of your CV.
- Mirror the skills the advert names (AWS, Terraform, Jira and customer service) in your CV where you really have them; applicant tracking systems look for these words.
- Plan to apply before Dec 16, 2026.
- Read the employer’s full text below (about 3 min) before you apply.
- Build or check your CV with the free DGJ CV Builder.
DGJ Insight
Our own data about this role and place, from official statistics and our live job index.
This job's listed pay is 24% above the benchmark.
Source: OECD Average annual wages, 2025
About the role
Full text from the employer, as published on Himalayas, arranged into sections. Nothing added or removed.
01About the Role
The Senior Service Desk Lead serves as the senior operational and technical resource within the Service Desk organization, responsible for incident ownership, advanced troubleshooting, process improvement, documentation, mentoring team members, and improving the overall effectiveness of Service Desk operations.
This is a senior-level working lead position. The successful candidate is expected to remain hands-on while serving as the primary escalation point for the Service Desk. In addition to resolving complex technical issues, this individual is expected to mentor team members, improve operational processes, drive documentation standards, and help raise the overall maturity of the Service Desk organization.
The ideal candidate demonstrates strong technical expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team performance through direct participation and leadership.
02What 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.
03What 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.
04What 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!
Originally posted on Himalayas
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