IT Service Desk Lead

ROLE SUMMARY Serves as a pivotal technical leader within the IT department, balancing daily team operations with advanced, hands-on support for complex enterprise device issues. The IT Service Desk Lead oversees ticket queues, coordinates technician schedules, and drives hardware deployment strategies. As the highest point of technical escalation for the Service Desk, this role requires deep expertise in Windows, macOS, and Linux environments, mobile devices, and virtual workstations, while also acting as critical on-site support ("remote hands") for global engineering teams. CORE RESPONSIBILITIES Team Leadership & Queue Management: Monitor global Service Desk queues, coordinate technician schedules, dynamically adjust coverage to meet SLAs, and manage high-priority issue escalations. Advanced Technical Support: Diagnose and resolve the most complex, escalated client device issues across physical workstations (Windows, macOS, Linux), virtual desktop environments (VDI), mobile devices, and peripherals. Deployment & Provisioning Strategy: Plan and coordinate the standardized building, configuration, and delivery of client workstations, ensuring all hardware and software deployments meet strict departmental procedures. Vendor & Lifecycle Management: Oversee the end-to-end hardware lifecycle, driving purchasing logistics, external repair workflows, and strategic device depreciation cycles. Serve as a failover for managing hardware reservations and assignments. Security Design & Compliance: Design, implement, and maintain organizational endpoint security requirements, leading system hardening initiatives and proactive software/hardware upgrades to ensure enterprise-grade security. Global Infrastructure Support (Remote Hands): Partner with off-site Technology and Infrastructure teams, acting as localized "remote hands" to assist with network or server equipment upgrades, configuration changes, and physical troubleshooting. Continuous Improvement: Maintain expert-level knowledge of rapidly evolving endpoint technologies and implement state-of-the-art techniques to automate IT workflows and optimize user productivity. Cross-Functional Collaboration: Cultivate positive, strategic partnerships across all enterprise departments to optimize IT service delivery and ensure seamless communication during major IT initiatives. Operational Excellence: Maintain consistent, reliable attendance and successfully execute additional duties as assigned to support overarching business objectives. Education and Experience Bachelor's Degree in Computer Science, Information Technology, or a related field. 4+ years of experience in advanced technical support within a corporate environment, with proven experience in team leadership, shift coordination, or mentoring. Extensive hands-on experience provisioning, supporting, and troubleshooting client workstation hardware and software at an enterprise scale. Deep expertise administering and supporting Windows, macOS, and Linux operating systems. Skills and Abilities Demonstrated leadership skills with the ability to manage workloads, prioritize effectively, and guide a technical team in a fast-paced environment. Advanced proficiency with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Jira) and queue management best practices. Expert proficiency in installing, configuring, and supporting complex PC software, hardware, peripherals, and Mobile Device Management (MDM) platforms (e.g., Intune, Hexnode). Strong understanding of network topology (TCP/IP, DNS, DHCP, VPN) with the ability to accurately discern and troubleshoot complex connectivity and infrastructure issues. Exceptional customer service skills with a strong ability to de-escalate urgent issues. Outstanding communication skills: written, verbal, and comprehension, with the ability to interface smoothly with both junior technicians and executive stakeholders. 💰 Competitive salary package 🏠 Hybrid work model with flexibility to support your lifestyle 🏥 Comprehensive private health and life insurance coverage 💻 The latest tech equipment to support your productivity and creativity 🌍 A collaborative, inclusive, and international work environment EEO / Accommodation At Soundmouse, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require any accommodations during the application or interview process, please let us know. We’re here to ensure you have a comfortable and fair experience every step of the way.