C4 Technical Services · 1 day ago
Service Desk Lead
Kennesaw, GA, US
Full-time
Hybrid
Senior Level
5+ years expC4 Technical Services is a forward-thinking IT, Telecom and Clinical consulting and talent solutions firm headquartered in Eagan, Minnesota. They are seeking a Service Desk Lead who will act as a player-coach, building and mentoring a support team while handling complex incidents, escalations, and process optimization.
Information TechnologyTelecommunications
Responsibilities
Own the end-user services and servicedesk strategy and roadmap, aligned with Microsoft 365, Zero Trust, and business productivity goals
Act as service owner for Servicedesk and End-User Computing (EUC), defining SLAs, service catalog, escalation paths, and support standards
Lead and mentor a small servicedesk team, providing coaching, ticket reviews, and technical guidance
Serve as the primary point of contact for business stakeholders on end-user support quality and service improvements
Define scalable processes for device procurement, preparation, and distribution to support new hires, site growth, and acquisitions
Select, implement, and operate an ITSM / servicedesk platform covering incident, request, change management, knowledge base, and reporting
Design standardized workflows, approvals, and SLAs aligned with ITIL-based practices
Drive automation-first and AI-enabled support, including self-service, auto-triage, chatbots/virtual agents, and scripted workflows
Partner closely with the Infrastructure Lead to align automation with Azure, Entra ID, Intune, and infrastructure tooling
Oversee daily servicedesk operations, ticket queues, prioritization, and SLA adherence
Act as the escalation point for complex or high-impact end-user incidents and recurring issues
Provide hands-on Tier 2/3 support for Microsoft 365, identity, endpoint, and accelerate issues
Own user lifecycle operations (onboarding, offboarding, role changes, access requests)
Own end-user device lifecycle operations, including laptop and device preparation, imaging/enrollment, asset tracking, shipping to users, returns, and secure decommissioning
Own operational processes for Microsoft Entra ID, including identity lifecycle, MFA, Conditional Access support, and access troubleshooting
Design and operate Microsoft Intune for device enrollment, compliance, configuration, and application deployment
Support and govern Microsoft 365 collaboration services (Exchange Online, Teams, SharePoint, OneDrive)
Lead end-user aspects of the separation from KGP, including user, device, and data transition activities
Maintain servicedesk documentation and knowledge base content
Use metrics, trends, and user feedback to continuously improve support processes, automation, and user experience
Enforce least-privilege access and standardized identity and device processes aligned with Zero Trust principles
Support security initiatives such as MFA rollout, device compliance enforcement, and user security awareness
Ensure servicedesk operations and tooling comply with internal security policies and audit requirements
Participate in incident response for identity-, endpoint-, and user-access–related security events
Adhere to, promote, and accept personal responsibility for compliance to: Federal and Local Occupational Safety and Health Regulations Industry Consensus Standards Circet USA Injury and Illness Prevention Program Manual
Participate in job site safety/hazard analysis
Qualification
Required
5+ years of experience in IT support, servicedesk, or end-user services, with increasing responsibility
Experience acting as a servicedesk lead or senior support engineer, including ownership of tools or processes
Strong hands-on experience with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Strong hands-on experience with Microsoft Entra ID (user lifecycle, MFA, Conditional Access support)
Strong hands-on experience with Microsoft Intune for endpoint management
Experience selecting, implementing, or operating an ITSM / servicedesk platform
Strong troubleshooting skills and ability to own incidents end-to-end
Preferred
Experience in a greenfield, merger, or separation environment involving user and device migrations
Familiarity with ITIL-based service management processes (incident, request, change)
Experience implementing automation, self-service, or AI features in a servicedesk or ITSM environment
Exposure to PowerShell or scripting for automating identity or end-user workflows
Company
C4 Technical Services
C4 Technical Services is an information technology company offering IT and telecommunication services
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Mary Gaida
CFO
Anderson Cooper
C/O installer( power tech)/wireless tech
Recent News
Company data provided by crunchbase