IT Service Desk Lead

Circet USA is the leading provider of Network Services in North America, and we're looking for talented professionals to join our team. We specialize in engineering and construction services delivering comprehensive solutions across Inside Plant, Outside Plant, and Wireless networks to meet the evolving infrastructure needs of our customers.

With nearly 50 years of industry experience, we work with major telecom service providers, MSOs, cloud service providers, and utilities. At Circet USA, you'll have the opportunity to make an impact by helping to create customized solutions that address our clients' unique challenges. If you're passionate about innovation and thrive in a dynamic environment, we'd love to hear from you.

Circet USA's benefits package includes the following:

Medical, Dental, and Vision insurance
• Digital Health & Wellness Support
• Critical Illness, Accident, & Hospital Insurance
• Short-term & Long-term disability
• Group term & Voluntary life insurance
• Flexible Spending and Health Savings Accounts
• Paid Time Off & 401K
• Company Discount Website

Circet USA's IT is currently largely supported by its sister company. As part of the Circet Group's strategy to build an independent IT organization, the Service Desk & End-User Services Lead is responsible for establishing and operating a new internal servicedesk function and executing the end-user services separation.

This role owns the Microsoft 365-based end-user experience, including identity access, devices, collaboration tools, and frontline support. In addition, the role is responsible for selecting, implementing, and continuously improving an IT service management (ITSM) / servicedesk platform (ticketing, request fulfillment, change management, knowledge base), with a strong focus on automation, self-service, and AI-driven capabilities.

The Service desk Lead acts as a player-coach, building and mentoring a small support team while remaining hands-on for complex incidents, escalations, tooling design, and process optimization. The role works in close partnership with the Infrastructure & Microsoft Cloud Platform Lead to align automation, identity, endpoint management, and operational tooling.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:

Strategy and leadership

• 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.

Servicedesk platform, automation, and AI

• 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.

Operations and support (hands-on)

• 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 access-related 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.

Microsoft 365, identity, and endpoint management

• 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).

Collaboration and continuous improvement

• 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.

Security, compliance, and reliability

• 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.

Required qualifications

• 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)
• Microsoft Entra ID (user lifecycle, MFA, Conditional Access support)
• 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 qualifications

• 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.

Key competencies

• Automation-first mindset focused on efficiency and user experience.
• Strong customer service orientation with the ability to balance empathy and operational discipline.
• Player-coach leadership style; comfortable leading while remaining hands-on.
• Clear communication with technical and non-technical stakeholders.
• Ownership and accountability in a growing, evolving IT organization.

Circet USA is an Equal Opportunity Employer - Veteran/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.