IT Service Desk Lead

Reports to: SVP of Technology

Location: Lakewood, CO; on-site Monday - Friday

Status: Full-time, Exempt

Salary Range: $75,000 - $100,000 annually

Bloom Healthcare isseekingan experienced and service-orientedIT Service Desk Leadto support our growing technology environment. This roleis responsible for managing day-to-day IT service desk operations, supporting employees across hardware and software issues, administering Microsoft 365, coordinating with external technology vendors, and helping drive IT projects from intake through completion.

This is not a basic helpdesk role. We are looking for someone who can troubleshoot thoughtfully, communicate clearly, identify patterns, improve processes, and serve as a reliable escalation point for internal users and junior support team members.

The ideal candidate is comfortable working across Microsoft 365, laptops, iPhones, iPads, printers, user access, telecom support, mobile carrier coordination, device inventory, and vendor-managed services. This person should be able to move between hands-on support, administrative work, vendor communication, and project coordination with good judgment and professionalism.

• Serve as a lead resource for IT service desk tickets, ensuringtimelytriage, resolution, escalation, and follow-through.
• Provide responsive and professional end-user support for hardware, software, access, connectivity, and productivity tool issues.
• Troubleshoot and support laptops, desktops, iPhones, iPads, printers, peripherals, browsers, operating systems, and general office technology.
• Administer Microsoft 365 tenant functions, including users, groups, licenses, shared mailboxes, Teams, SharePoint, One Drive, Exchange Online, and general tenant settings.
• Support identity and access management activities, including onboarding, offboarding, MFA, password resets, account lockouts, role-based access, and user provisioning/deprovisioning.
• Partner with managed services providers and technology vendors to escalat issues, coordinate resolutions,validatework, and ensure Bloom’s needs arebeing met.
• Communicate regularly with telecom, mobile carrier, internet, device, and software vendors to resolve support issues and coordinate service changes.
• Support Webex calling, mobile device services, and related telecom workflows in partnership with Bloom’s telecom vendor.
• Manage andmaintaindevice inventory, including device assignment, lifecycle tracking, returns, replacements, repairs, and refresh planning.
• Coordinate laptop and mobile device setup for new hires, role changes, and offboarding.
• Support Microsoft Intune, device compliance, endpoint management, and security-related device policies in collaboration with internal leadership and external partners.
• Take ownership of IT security hygiene, including MFA enforcement, access reviews, device standards, secure sharing practices, andtimelyescalation of security concerns.
• Identify recurring support issues and recommend process, documentation, training, or system improvements.
• Create,maintain, and improve IT documentation, standard operating procedures, knowledge base articles, escalation guides, and support workflows.
• Help define and mature service desk processes, including ticket prioritization, SLA expectations, escalation paths, and user communication standards.
• Serve as a mentor and escalation point for IT support specialists, helping improve troubleshooting quality, customer service, and consistency.
• Projectmanagesmall to mid-sized IT projects, including technology rollouts, vendor transitions, device deployments, system changes, and process improvements.
• Track project tasks, owners, timelines, risks, dependencies, and follow-ups to ensure work is completed successfully.
• Collaborate with Technology leadership to evaluate support trends, operational gaps, vendor performance, and opportunities for better service delivery.
• Balanceurgency, user experience, security, and operational impact when making support and escalation decisions.
• Maintain professionalism, discretion, and HIPAA-aware practices when supporting users and handling systems or information.

• 5+ years of experience in IT…