Senior Service Desk Lead

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

The Senior Service Desk Lead serves as the senior operational and technical resource within the Service Desk organization, responsible for incident ownership, advanced troubleshooting, process improvement, documentation, mentoring team members, and improving the overall effectiveness of Service Desk operations.

This is a senior-level working lead position. The successful candidate is expected to remain hands-on while serving as the primary escalation point for the Service Desk. In addition to resolving complex technical issues, this individual is expected to mentor team members, improve operational processes, drive documentation standards, and help raise the overall maturity of the Service Desk organization.

The ideal candidate demonstrates strong technical expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team performance through direct participation and leadership.