Support Jobs in Lakewood, CO

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IT Service Desk Lead

Bloom Healthcare Lakewood, CO

Lakewood, CO

Today

$75k - $100k/yr Full time Computer Skills End User Support Help Desk Support

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Job Description

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.

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