What are the responsibilities and job description for the Service Desk Lead - Enterprise IT position at Inktel Contact Center Solutions?
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