IT Service Desk Lead

Bloom Healthcare is seeking an experienced IT Service Desk Lead to oversee day-to-day service desk operations and deliver practical end-user support for hardware, software, and access-related issues. This onsite role in Lakewood, CO supports employees across a range of devices and systems, while coordinating with vendors to keep services stable and secure.

Role overview

In this full-time, exempt position reporting to the SVP of Technology, you will serve as a lead point of contact for IT service desk tickets, ensuring timely triage, resolution, escalation, and follow-through. The work also includes Microsoft 365 administration, identity and access management, device lifecycle and inventory support, IT security hygiene ownership, and project coordination for small to mid-sized initiatives.

Responsibilities

• Lead IT service desk ticket handling, including timely triage, resolution, escalation, and follow-through.
• Support end users with hardware, software, access, connectivity, and productivity tool issues in a responsive and professional manner.
• Troubleshoot and support laptops, desktops, iPhones, iPads, printers, peripherals, browsers, operating systems, and general office technology.
• Administer Microsoft 365 tenant functions, including users, groups, licenses, shared mailboxes, Teams, SharePoint, OneDrive, Exchange Online, and related tenant settings.
• Manage identity and access management activities such as onboarding, offboarding, MFA, password resets, account lockouts, role-based access, and user provisioning or deprovisioning.
• Coordinate with managed services providers and technology vendors to escalate issues, validate work performed, and confirm Bloom’s needs are met.
• Maintain regular communication with telecom, mobile carriers, internet providers, device vendors, and software vendors to resolve support issues and coordinate service changes.
• Support Webex calling and mobile device services in partnership with Bloom’s telecom vendor.
• Own device inventory management, including device assignment, lifecycle tracking, returns, replacements, repairs, and refresh planning.
• Coordinate laptop and mobile device setup for new hires, role changes, and offboarding.
• Collaborate on Microsoft Intune work such as device compliance, endpoint management, and security-related device policies.
• Take ownership of IT security hygiene, including MFA enforcement, access reviews, device standards, secure sharing practices, and timely escalation of security concerns.
• Identify recurring support issues and recommend process, documentation, training, or system improvements.
• Create and improve IT documentation such as standard operating procedures, knowledge base articles, escalation guides, and support workflows.
• Help mature service desk processes, including ticket prioritization, SLA expectations, escalation paths, and user communication standards.
• Mentor IT support specialists and act as an escalation point to improve troubleshooting quality, customer service, and consistency.
• Project manage small to mid-sized IT initiatives, including rollouts, vendor transitions, device deployments, system changes, and process improvements.
• Track project tasks, owners, timelines, risks, dependencies, and follow-ups to completion.
• Partner with Technology leadership to evaluate support trends, operational gaps, vendor performance, and opportunities to improve service delivery.
• Balance urgency, user experience, security, and operational impact when supporting and escalating issues.
• Maintain professionalism, discretion, and HIPAA-aware practices when supporting users and handling systems or information.

Requirements

• 5+ years of experience in IT support, service desk operations, systems administration, or a similar technical support role.
• Prior experience serving as a senior helpdesk technician, service desk lead, IT support lead, systems administrator, or escalation support resource.
• Strong working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, users, groups, licenses, and tenant-level settings.
• Experience supporting Windows laptops, mobile devices, printers, scanners, peripherals, browsers, and general office technology.
• Experience with iPhone and iPad support, mobile device setup, mobile carrier coordination, and device lifecycle management.
• Experience working with external vendors, managed services providers, telecom providers, internet providers, and device or service partners.
• Strong troubleshooting skills, including the ability to diagnose issues, ask good questions, test assumptions, and solve problems without relying only on scripts.
• Ability to manage multiple priorities, follow through on open items, and communicate clearly with technical and non-technical audiences.
• Experience with ticketing systems and service management workflows.
• Experience coordinating or project managing IT initiatives, system changes, vendor work, or technology rollouts.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred (or equivalent combination of training, certifications, and hands-on IT experience considered).

Technologies

• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Microsoft Intune, Webex, MFA
• Identity and access management, HIPAA
• Intune, Entra ID, Microsoft Defender, Purview, Conditional Access
• Endpoint management
• Jira Service Management, ServiceNow, ConnectWise
• Windows, iPhone, iPad

Location and status

• Lakewood, CO (onsite), Monday through Friday
• Full-time, Exempt
• Salary range: USD 75,000 - 100,000 per year

Preferred qualifications

• Experience with Microsoft Intune, Entra ID, Defender, Purview, Conditional Access, and endpoint management.
• Experience in healthcare or another regulated environment such as home-based care, hospice, or primary care.
• Familiarity with HIPAA, privacy, security, and compliance expectations in a healthcare setting.
• Experience supporting distributed or hybrid teams across multiple locations.
• Familiarity with Jira Service Management, ServiceNow, ConnectWise, or similar ITSM platforms.
• Relevant certifications such as Microsoft 365 Certified: Fundamentals, Microsoft 365 Administrator, CompTIA A+, Network+, Security+, or ITIL Foundation.

What success looks like

• Service desk tickets are triaged, resolved, and escalated in a timely and consistent way.
• Employees receive reliable, empathetic, and professional IT support.
• Microsoft 365 administration is completed with accuracy, security awareness, and appropriate documentation.
• Device inventory, onboarding, offboarding, and hardware support processes are organized and dependable.
• Vendors are managed proactively with clear communication, follow-up, and accountability.
• Recurring issues are addressed through documentation, training, process improvements, or system changes.
• IT projects progress with clear ownership, timelines, and communication.
• The internal IT support function becomes more mature, consistent, and scalable.

Other

Bloom Healthcare only contacts candidates through official channels using the @bloomhealthcare.com domain. Bloom has reported a fraudulent Gmail account impersonating its recruiting team to Google.