IT Service Desk Lead

To support a dynamic dermatology group, the full-time IT Service Desk Lead will remotely oversee the IT service desk operations, ensuring timely incident resolution and leading a team of support professionals while adhering to U.S. Pacific Time hours. Key responsibilities: Provide day-to-day leadership for the IT service desk, ensuring timely response and resolution of incidents and service requests Manage ticket queues and escalation paths while maintaining alignment with SLAs and internal performance metrics Lead, mentor, and develop helpdesk staff to enhance technical skills and improve customer experience Required qualifications: 4+ years of experience in IT support or helpdesk environments, with at least 2 years in a senior or lead role Demonstrated experience leading or mentoring IT support staff in a structured environment Strong working knowledge of identity and access management concepts, including MFA and SSO Advanced experience administering Microsoft platforms such as Exchange and Microsoft 365 Proficiency in supporting both Windows and macOS systems in an enterprise setting