• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests. • Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications. • Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction. • Manage ticketing workflows, ensuring SLAs and response times are consistently achieved. • Partner with IT leadership to refine policies, procedures, and security best practices. • Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access. • Maintain accurate asset inventory and ensure systems remain compliant with IT standards. • Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity. • Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.