Service Desk & End-User/Field Services Lead

Varmoda is seeking an experienced Service Desk & End-User/Field Services Lead to own the single point of contact for about 1,460 users and the field teams supporting their devices.

This is most visible service

it covers incident and request handling, onboarding and offboarding, Intune/Autopilot endpoint management, onsite support across offices and properties, resident computer labs and board-meeting audio/video. We are looking for a customer-focused operations leader who can keep tickets owned through closure and show that user satisfaction improves alongside SLA results.

Roles & Responsibilities

• Run multi-channel intake and incident and request management with documented prioritization and escalation.
• Manage user lifecycle support (onboarding, offboarding, transfers) and keep the knowledge base current.
• Manage backlog and aging, and measure satisfaction, first-contact resolution and reopen rates.
• Direct endpoint provisioning with Intune and Windows Autopilot, and onsite break/fix, moves/adds/changes and mobile device support.
• Coordinate endpoint lifecycle, asset inventory, e-waste and data-destruction records, and security compliance with Managed Security Services.
• Support resident computer labs, BHI, Strategic Development, LOMOD and AmeriCorps, and provide audio/video support for monthly board meetings and special events.

Relevant Experience

• 8+ years in IT service desk, desktop support or end-user computing.
• Led a service desk and field support team for a distributed, multi-site organization.
• Managed Intune-based endpoint deployment and compliance reporting.
• Produced monthly Ricoh/MFD usage reporting for Finance.

Required Skills

• Customer communications, knowledge management, XLA and experience reporting, field service coordination, endpoint lifecycle and inventory accuracy, and print and paper-consumption reporting.

Tools & Technology

• Microsoft Intune, Windows Autopilot, Microsoft 365, approved ITSM, Ricoh MFDs, PaperCut.

Education

• Associate's or Bachelor's degree in IT, or equivalent experience.

Certifications

• ITIL 4 Foundation; Microsoft MD-102 (Endpoint Administrator); HDI Support Center Manager.