Remote opportunity at
Business WireSenior Service Desk Lead
Business Wire, a Berkshire Hathaway company operating as a global market leader in regulatory disclosure and press release distribution, seeks a Senior Service Desk Lead .…
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About This Role
Business Wire, a Berkshire Hathaway company operating as a global market leader in regulatory disclosure and press release distribution, seeks a Senior Service Desk Lead . This remote, full-time position serves as a senior operational and technical resource within the Service Desk organization. The role requires remaining hands-on while handling incident ownership, advanced troubleshooting, workflow documentation, process enhancement, and team mentorship. The ideal candidate brings extensive background in IT support…
Job Description
Business Wire, a Berkshire Hathaway company operating as a global market leader in regulatory disclosure and press release distribution, seeks a Senior Service Desk Lead. This remote, full-time position serves as a senior operational and technical resource within the Service Desk organization. The role requires remaining hands-on while handling incident ownership, advanced troubleshooting, workflow documentation, process enhancement, and team mentorship.
The ideal candidate brings extensive background in IT support and end-user computing. Responsibilities include acting as the primary escalation point, coordinating major incidents, managing endpoints, and partnering with infrastructure, engineering, and security departments. The base salary is set at $105,000 to $110,000 per year.
Responsibilities
- Serve as the primary escalation point for complex Service Desk incidents and user-impacting issues
- Lead major incident coordination and drive problems toward resolution
- Provide advanced support across Windows, macOS, Microsoft 365, Okta, Jamf, and Intune environments
- Handle employee onboarding, offboarding, and identity lifecycle administration
- Maintain endpoint management platforms and device compliance across the entire lifecycle
- Keep accurate inventory records and assist with hardware provisioning, recovery, and refresh initiatives
- Design and execute process improvements, automation initiatives, and workflow efficiencies
- Develop and maintain support runbooks, operational documentation, and knowledge base articles
- Mentor Service Desk personnel and offer technical leadership through active participation
- Collaborate with business, engineering, infrastructure, and security teams to resolve issues
- Participate in on-call rotations and provide after-hours escalation support when needed
- Deliver high-quality customer service while balancing business impact and operational priorities
Requirements
- Have 10 or more years of experience in IT support, IT operations, end-user computing, or service desk environments
- Accumulate 5 or more years operating in a senior, lead, or escalation-focused capacity with responsibilities for complex incidents and operational leadership
- Demonstrate advanced troubleshooting capabilities across Windows, macOS, Microsoft 365, and endpoint systems
- Possess strong administrative background with Intune, Jamf, Entra ID, and Okta
- Show working familiarity with ITSM platforms such as Jira or ServiceNow
- Display experience supporting identity management, onboarding, and offboarding workflows
Qualifications
- Familiarity with scripting languages such as PowerShell, Bash, or Terraform
- Background in automation, zero-touch provisioning, and workflow enhancements
- Previous experience mentoring technicians or functioning in a technical lead capacity
- Familiarity with inventory platforms and asset lifecycle management
- Experience utilizing Jira Service Management and Confluence
- Possession of ITIL Foundation, Microsoft, or AWS certifications
Core Skills
Benefits
- Ability to work remotely
- Comprehensive health benefits starting on the first day of employment
- Monthly fitness stipend of $100
- Tuition reimbursement program
- Enhanced mental health support resources
- 401(k) plan featuring a company match
- Annual profit sharing contribution dependent on company performance
- Paid time off, floating holidays, a wellness day off, and a birthday day off
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting explicitly states that the ability to work remotely is offered for this role.
What is the salary for the Senior Service Desk Lead position?
The base salary range is $105,000 to $110,000 per year, determined by factors such as education, experience, skills, internal equity, and geographic market data.
What level of experience is required?
Candidates must have 10+ years of experience in IT operations, support, end-user computing, or service desk environments, including 5+ years in a senior, lead, or escalation-focused role.
What benefits are provided?
Total rewards include health benefits starting on day one, a $100 monthly fitness allotment, tuition reimbursement, mental health resources, a 401(k) with company match, annual profit sharing, and various paid time off options.
Sample Interview Questions
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