Service Desk & End-User/Field Services Lead

Varmoda is seeking an experienced Service Desk & End-User/Field Services Lead to own the single point of contact for about 1,460 users and the field teams supporting their devices. This is most visible service: it covers incident and request handling, onboarding and offboarding, Intune/Autopilot endpoint management, onsite support across offices and properties, resident computer labs and board-meeting audio/video. We are looking for a customer-focused operations leader who can keep tickets owned through closure and show that user satisfaction improves alongside SLA results.

Roles & Responsibilities

• Run multi-channel intake and incident and request management with documented prioritization and escalation.
• Manage user lifecycle support (onboarding, offboarding, transfers) and keep the knowledge base current.
• Manage backlog and aging, and measure satisfaction, first-contact resolution and reopen rates.
• Direct endpoint provisioning with Intune and Windows Autopilot, and onsite break/fix, moves/adds/changes and mobile device support.
• Coordinate endpoint lifecycle, asset inventory, e-waste and data-destruction records, and security compliance with Managed Security Services.
• Support resident computer labs, BHI, Strategic Development, LOMOD and AmeriCorps, and provide audio/video support for monthly board meetings and special events.

Relevant Experience

• 8+ years in IT service desk, desktop support or end-user computing.
• Led a service desk and field support team for a distributed, multi-site organization.
• Managed Intune-based endpoint deployment and compliance reporting.
• Produced monthly Ricoh/MFD usage reporting for Finance.

Required Skills

• Customer communications, knowledge management, XLA and experience reporting, field service coordination, endpoint lifecycle and inventory accuracy, and print and paper-consumption reporting.

Tools & Technology

• Microsoft Intune, Windows Autopilot, Microsoft 365, approved ITSM, Ricoh MFDs, PaperCut.

Education

• Associate's or Bachelor's degree in IT, or equivalent experience.

Certifications

• ITIL 4 Foundation; Microsoft MD-102 (Endpoint Administrator); HDI Support Center Manager.