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
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:
- User provisioning and deprovisioning
- 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
- 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:
- Azure Entra ID / Azure Active Directory
- Windows Server administration
- 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
- 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