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Service Desk Lead - Enterprise IT

Inktel Contact Center Solutions LLC

Doral, FL

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JOB DETAILS
SKILLS
Accounting, Administrative Skills, Amazon Web Services (AWS), Automation, Automation Systems, Best Practices, Cloud Computing, Communication Skills, Customer Support/Service, DNS (Domain Name System), Documentation, Financial Services, ISO (International Organization for Standardization), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Infrastructure as a Service (IaaS), Knowledge Base, Leadership, Legal, Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Active Directory, Microsoft Exchange Server Administration, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows NT Group Policy, Microsoft Windows Server, Microsoft Windows System Administration, Operational Support, PCI-DSS, Performance Metrics, Process Improvement, Scripting (Scripting Languages), Server Support, Service Level Agreement (SLA), Single Sign-On (SSO), Software Patches, Standard Operating Procedures (SOP), Systems Administration/Management, Team Lead/Manager, Technical Leadership, Technical Support, Windows PowerShell
LOCATION
Doral, FL
POSTED
30+ days ago

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

About the Company

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Inktel Contact Center Solutions LLC

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