A growing, multi-location organization is seeking an experienced IT Service Desk Lead to oversee and scale internal technical support operations. This role is responsible for driving consistency, accountability, and service excellence across a high-volume helpdesk environment while leading and developing a team of support professionals.

This position is ideal for a hands-on IT leader who thrives in fast-paced environments, values strong process design, and understands how to balance technical execution with people leadership.

This is a full-time, on-site role based in Orange County, CA.

Responsibilities

• Provide day-to-day leadership for the IT service desk, ensuring timely response and resolution of incidents and service requests
• Manage ticket queues, escalation paths, and service expectations while maintaining alignment with SLAs and internal performance metrics
• Lead, mentor, and develop helpdesk staff to improve technical skill sets, customer experience, and team engagement
• Establish, document, and continuously improve service desk processes, workflows, and operational standards
• Partner with infrastructure, security, and networking teams to resolve complex or cross-functional technical issues
• Oversee identity and access management tasks including user provisioning, MFA, and SSO administration
• Support end-user environments across Windows and macOS, including hardware lifecycle management and troubleshooting
• Administer and support Microsoft-based systems and SaaS tools used across the organization
• Assist with VoIP systems, endpoint management, and office technology needs such as AV and hardware deployments
• Develop and deliver training for end users and internal IT staff
• Role may include other relevant duties as assigned

Qualifications

• 4+ years of experience in IT support or helpdesk environments, including at least 2 years in a senior or lead capacity
• Demonstrated experience leading or mentoring IT support staff in a structured environment
• Strong working knowledge of identity and access management concepts, including MFA and SSO
• Advanced experience administering Microsoft platforms such as Exchange, Microsoft 365, Entra, and Defender
• Proficiency supporting both Windows and macOS systems in an enterprise setting
• Experience with VoIP platforms such as RingCentral, Genesys, Five9, or similar solutions
• Familiarity with Active Directory, basic networking concepts, and system monitoring tools
• Hands-on experience with ITSM frameworks and ticketing platforms such as ServiceNow, FreshService, Zendesk, or comparable systems
• Strong verbal and written communication skills in US English
• Highly organized with the ability to manage competing priorities in a fast-changing environment

Work Environment

• Full-time position
• Monday through Friday schedule
• 100% on-site in Orange County, CA

Equal Opportunity Employer Statement

The Company is an equal opportunity employer and considers all qualified applicants without regard to any characteristic protected under applicable federal, state, and/or local law, including but not limited to race, color, religion, creed, sex, gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding or related medical conditions, marital status, registered domestic partner status, family-care status, veteran status, military status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, or sexual orientation.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Will you now or in the future require employer sponsorship for employment visa status?
• Can you perform the essential functions of this role with or without reasonable accommodation?

Ability to Commute:

• Orange County, CA (Required)

Work Location: In person