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Inktel Contact Center Solutions Linkedin · Posted 4mo ago

Service Desk Lead - Enterprise IT

Doral, Florida, United States

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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:
  • 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

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:
  • 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

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
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