IT Service Desk Lead

Join a Two-Time 2025 Award-Winning Team

Compensation: $65,000 – $85,000 (commensurate with experience, and qualifications)

For over five decades, Brown & Streza has been a trusted Orange County law firm serving high‑net‑worth families, closely held businesses, and charitable organizations in sophisticated practice areas such as estate planning, business planning, complex income tax, mergers and acquisitions, and the charitable sector.

We are honored to have been named a 2025 Top Workplace by the Orange County Register and a 2025 Best Place to Work by the OC Business Journal, distinctions based on confidential employee feedback.

We are currently seeking an IT Service Desk Lead to join our IT team. This role is for someone who genuinely enjoys helping people and understands that great service is just as important as great technical skill. You will anchor our L0-L2 support operations, owning issues from first contact to resolution with warmth, patience, and technical confidence, as part of an open and collaborative IT Service Organization.

• Deliver a warm, professional, and patient experience across every user touchpoint
• Resolve complex technical issues with urgency while keeping users informed and at ease
• Own every issue end to end, escalating to L3 when needed without losing accountability
• Serve as the single owner of all end‑user systems and devices within the IT Service Organization, from procurement and deployment through refresh and retirement
• Oversee automated end‑user system deployment and ongoing patch management, ensuring every device is current, secure, and ready to work
• Act as the primary integration point between end users and IT, bridging the gap between people and the technology they depend on every day
• Support on‑site users as well as remote colleagues via RMM tooling and video conferencing
• Build and maintain service desk workflows and knowledge base documentation
• Identify recurring issues and drive root‑cause resolutions
• Manage account provisioning across Active Directory, M365, Zoom, VPN, and DMS

• Minimum 4 years of service desk experience supporting users via phone, in person, and remote tooling, with at least 2 years in a lead or senior capacity
• Genuine passion for helping people and a natural ability to put users at ease
• Strong communication skills, written and verbal, with the ability to translate tech into plain language
• Empathetic listener with a root‑cause mindset
• Our clients are regularly onsite and first impressions matter. We take pride in representing IT with professionalism and uphold a consistent standard of business attire across the team.
• Technical proficiency:
• Windows 11 Pro, M365 full suite of product support
• Laptop and workstation hardware support
• Network connectivity, wired and wireless
• Mobile and IoT device support
• Professional AV and conference room systems, including room controls, displays, and integrated conferencing infrastructure
• MFA/2FA, IAM, and SSO platforms
• Automated device management and deployment tools such as Microsoft Intune and Autopilot
• Account provisioning across AD, M365, Zoom, VPN, and DMS
• Hands‑on experience with AI tools such as Microsoft Copilot, ChatGPT, Claude, or similar platforms, including end‑user guidance and prompt support

• Experience in Legal Tech or Fin Tech environments

• Five medical plans — three with an employer‑funded HSA
• Dental and vision coverage
• 401(k) with significant employer matching
• Employer‑paid life and disability coverage
• Employee Assistance Program (EAP)
• Access to additional supplemental insurance plans

• 38‑hour workweek with a half day on Fridays
• Eleven paid holidays annually

• Recognized as a 2025 Top Workplace by the Orange County Register
• Named a 2025 Best Place to Work by the OC Business Journal
• "Raving Fan" service culture grounded in seven core values
• Weekly team lunches and monthly birthday celebrations
• Firm‑sponsored events including Administrative Professionals Day, Summer Party, Harvest Luncheon, and Holiday Party
• Employee recognition program and in‑office massage offerings

• This position…