Hiring: Service Desk Lead Company: The Intersect Group Location: Scottsdale, AZ Job Posted Time: 2026-09-02 19:51:02 Employment Type: Remote Target Skills & Keywords : AWS, Azure, DNS, HBase, SQL Server, TCP/IP, Windows Server About the job Experience: •5+ years of experience in IT Support, Service Desk, Help Desk, or IT Service Management environments Required Skills: •Serve as the primary escalation point for complex incidents, technical issues, and service requests •Provide mentorship, coaching, and day-to-day technical guidance to Service Desk team members •Troubleshoot and resolve escalated issues across infrastructure, cloud platforms, networking, and end-user technologies •Monitor ticket queues, prioritize incoming requests, and ensure service level commitments are met •Communicate effectively with clients regarding incident status, resolutions, and ongoing support needs •Create, maintain, and enhance technical documentation, procedures, and knowledge base articles •Assist with onboarding, training, and development of new Service Desk team members •Identify and implement improvements to service delivery processes and operational efficiency •Collaborate with leadership to ensure consistent execution of ITSM best practices and operational standards •Drive issues to resolution by balancing technical expertise with customer service and operational awareness •Key Requirements •5+ years of experience in IT Support, Service Desk, Help Desk, or IT Service Management environments •Previous experience serving as a Senior Technician, Lead Technician, Escalation Engineer, or similar technical leadership role •Strong troubleshooting experience with Microsoft 365, Active Directory, Group Policy, and Windows Server environments •Experience supporting cloud platforms including Azure and/or AWS Compensation: •$65,000 •$75,000 Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!