IT Service Desk Lead (Hybrid)

Job Summary:
We are looking for a highly skilled IT Service Desk Lead to manage and oversee IT support operations. This role requires strong technical expertise in network troubleshooting, Active Directory, hardware/software support, ticketing systems, and Microsoft 365 administration. The ideal candidate will ensure smooth IT operations, lead a support team, and handle company-wide IT migrations under tight deadlines.

Key Responsibilities:
Lead and manage the IT Service Desk team, ensuring efficient issue resolution and technical support.
Perform network troubleshooting to resolve connectivity issues.
Administer and manage Active Directory (user accounts, group policies, access control).
Diagnose and troubleshoot hardware issues (desktops, laptops, printers, peripherals).
Install, configure, and maintain business-critical applications.
Generate and manage daily, weekly, and monthly IT performance reports.
Utilize ticketing systems (ServiceNow, OS Ticket) to track and resolve IT support requests.
Manage and troubleshoot Microsoft 365 applications (Outlook, Excel, Word, Teams, etc.).
Set up and maintain printers, shared drives, and network storage.
Lead office/company migrations, ensuring minimal downtime and timely execution.
Administer Intune and Azure for device security and cloud management.
Collaborate with other IT teams and departments to optimize service delivery.

Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
3+ years of experience in IT support, with at least 1 year in a leadership role.
Strong expertise in Windows OS, Active Directory, networking, and IT security best practices.
Experience working with ticketing systems (ServiceNow, OS Ticket, or similar).
Proficiency in Microsoft 365 administration, Azure, and Intune.
Ability to diagnose and resolve software, hardware, and network issues efficiently.
Strong organizational skills and ability to work under pressure to meet deadlines.
Excellent communication skills with a proven ability to lead a team.

Preferred Qualifications:
ITIL Foundation certification or other relevant IT certifications.
Experience managing IT infrastructure migrations and system upgrades.
Familiarity with cloud-based IT infrastructure and security management.