Inktel Contact Center Solutions · 1 day ago
Service Desk Lead - Enterprise IT
Doral, FL
Full-time
Onsite
Senior Level
7+ years expInktel Contact Center Solutions is seeking an experienced Service Desk Lead to oversee enterprise IT support operations. The role involves managing the IT Service Desk team, providing technical support, and driving automation initiatives to enhance service desk efficiency.
MarketingPublic Relations
Responsibilities
Lead and manage the IT Service Desk team in an enterprise environment
Provide escalation support for complex technical issues and executive-level users
Support and administer Azure Entra ID (Azure Active Directory) including:
User provisioning and deprovisioning
Conditional Access, MFA, SSO, and group management
Support Windows Server environments including Active Directory, GPOs, DNS, and patching
Provide operational support for AWS infrastructure and cloud services
Monitor, triage, and resolve service desk tickets while meeting SLA and KPI targets
Design and implement IT automation workflows using Power Automate, n8n, or similar platforms
Automate common IT tasks such as account creation, approvals, notifications, and reporting
Maintain IT documentation, knowledge base articles, and standard operating procedures (SOPs)
Improve service desk processes using ITIL best practices
Qualification
Required
7+ years of experience in IT support or service desk roles
2+ years in a Service Desk Lead, Senior Service Desk, or IT Team Lead role
Experience working in enterprise IT environments (law offices, accounting firms, financial services, or large corporations)
Strong experience with Azure Entra ID / Azure Active Directory
Windows Server administration
AWS cloud support
Proven experience with IT automation using Power Automate, n8n, or similar workflow tools
Strong troubleshooting skills across identity, cloud, networking, and enterprise applications
Excellent communication skills with executives and business stakeholders
Preferred
ITIL certification or ITIL framework experience
PowerShell or scripting experience
Microsoft 365 administration experience (Exchange Online, Intune, SharePoint)
Experience in compliance-driven environments (SOC 2, PCI DSS, ISO 27001)
Experience integrating automation with ticketing systems
Company
Inktel Contact Center Solutions
Our Company Inktel is a leading business process outsourcer that specializes in creating personalized call center solutions which enable our clients to increase market share, improve operational efficiency, and decrease operational cost.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Felipe Rodriguez
Chief Technology Officer
Luis Gonzalez
Chief Operating Officer
Recent News
Company data provided by crunchbase