Lead Service Desk Administrator - On-site, Scottsdale , AZ

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The Lead Service Desk Administrator is responsible for overseeing all operations and asset management activities for a designated client. This includes managing the setup, deployment tracking, and maintenance of client assets, providing technical leadership, and ensuring high-quality service delivery aligned with SLAs.

• Title: Lead Service Desk Administrator
• Department: Managed Services
• Classification: Full-time, Exempt
• Location: Onsite
• Travel: < 50%

• Serve as the primary point of contact and escalation for all IT service desk matters related to the assigned client.
• Oversee daily service desk operations to ensure tickets are handled promptly and within SLA guidelines.
• Coordinate implementation of tidal to all assigned customer send to end.
• Create documentation for customers and keep documentation up to date with an attention to detail and natural desire to be thorough.
• Responsible for resolving technical escalations from the Service Desk staff.
• Resolve/troubleshoot advanced technical issues.
• Assist in resolving software/application issues as it relates to the infrastructure.
• Respond to assigned tickets within appropriate service level agreements for customers (SLAs).
• Communicate key incidents to Supervisor that may have an impact to the larger team or customers.
• Maintain open communication with the Service Desk team and Supervisor primarily to stay current on any ongoing issues.
• Own the end-to-end asset management lifecycle for the client, including procurement, deployment, tracking, maintenance, and retirement of assets.
• Maintain an accurate and up-to-date Configuration Management Database (CMDB) and asset inventory.
• Ensure all client devices and systems are properly configured, tagged, and documented.
• Lead setup activities for new users, devices, and systems, ensuring consistent configuration and compliance.
• Supervise and mentor service desk analysts assigned to the client, providing guidance and escalation support.
• Drive continuous improvement initiatives, focusing on automation, documentation quality, and customer satisfaction.
• Produce reports on service performance, asset utilization, and compliance.
• Support internal and client audits related to asset and service management.
• Collaborate with procurement and finance to manage license renewals, warranties, and asset budgets.

• A High School Diploma or GED.
• Associate degree in IT or related field preferred or equivalent years of relevant work experience.

• 3+ Years of industry related experience.
• Certification(s) related to the field including but not limited to:
  • Cisco Certified Network Associate (CCNA)
  • Microsoft 365 Certified:
    Fundamentals
  • Microsoft Certified:
    Azure Fundamentals

• Expert level of knowledge installing, configuring and supporting systems solutions.
• Expert level of knowledge supporting, diagnosing and facilitating resolution of hardware, operating system and application related issues.
• Basic level of knowledge installing and transitioning environments to AWS and Azure.
• Basic level of knowledge configuring and support cloud-based applications including Office 365, Teams and hosted file storage.
• Experience interacting with and managing activities with vendors.
• Expert level of knowledge in installing, configuring and supporting desktop applications including Microsoft Office (primarily Office 365 applications), IE and common antivirus applications and desktop imaging software. Basic level of knowledge installing, configuring and supporting server related applications including SharePoint, Microsoft SQL Server and common backup software applications.
• Intermediate level of knowledge installing, configuring and supporting Microsoft server operating systems. Linux OS experience helpful.
• Basic level of knowledge installing, configuring and supporting virtualization technologies including VMware ESX and Microsoft Hyper‑V.
• Intermediate level of knowledge troubleshooting and resolving network related issues on HP and Dell hardware.
• Excellent verbal and written communication skills.
• Experience performing analysis utilizing Network and System monitoring consoles.
• Experience with cloud computing and AWS and/or Azure services.
• Strong understanding of networking and associated protocols.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer.
• Ability to sit at a computer terminal for an extended period.
• Light to moderate lifting is required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.