IT Service Desk Engineer

Role Overview

The IT Service Desk Engineer position is responsible for planning, administering, and governing end-user technology operations across multiple business units and physical locations.

This role serves as a primary owner of IT operational programs, exercising judgement over software licensing strategy, SaaS access governance, and IT procurement decisions within established policy and assigned budget thresholds. This position partners with IT Leadership to define standards, influence policy, and optimize technology spend, while ensuring alignment with security, compliance, and business objectives.

In this role, you will:

• End-User & Infrastructure Support
• Provide advanced support for software, hardware, AV, identity management, networking, access requests, and device management.
• Oversee and coordinate resolution of complex technical issues, delegating execution to Level 1 support teams where appropriate
• Support warehouse, retail, and corporate technology systems, including environmental and network infrastructure.
• Assist with onboarding and offboarding employees across multiple locations.
• Provide technical support for special projects such as network installations, SaaS rollouts, and device management upgrades.
• Multi-Unit Operations
• Support technology operations across multiple sites, including corporate offices, warehouses, retail locations, and remote teams.
• Maintain awareness of location-specific technology needs, constraints, and timelines.
• Travel domestically and internationally as required to support projects and operational needs.
• Software Licensing & Procurement Authority
• Evaluate, recommend, and approve software and SaaS license requests in alignment with IT standards, security requirements, and budget guidelines.
• Determine appropriate license models, usage thresholds, renewal strategies, and access provisioning to ensure cost efficiency and compliance.
• Initiate and approve IT procurement requisitions for hardware, software, peripherals, and services within assigned approval limits.
• Partner with, Finance and Procurement to forecast licensing needs and lead vendor evaluations and make purchasing recommendations adopted by IT leadership
• Ensure all procurement and licensing decisions adhere to IT policy, security standards, and audit requirements.
• Documentation, Process & Reporting
• Develops, updates, and enforces IT operational policies related to end-user technology, access management, and SaaS usage.
• Create, maintain, and improve IT documentation for both technicians and end users.
• Defines standards for device lifecycle, access provisioning, and acceptable technology use.
• Take ownership of defined reporting and analytics to communicate trends, risks, and performance to stakeholders.
• Monitor and maintain IT inventory critical to day-to-day operations and ongoing projects.
• Leadership & Collaboration
• Provides functional leadership for end-user technology programs and serves as a subject matter authority by mentoring and training Level I technicians, including documentation and process development.
• Collaborate closely with HelpDesk, SysOPS, and ServiceDesk teams on cross-functional initiatives.
• Support the IT Leadership team on critical projects and recurring issues, influencing technical roadmaps and operational priorities
• Serve as a backup for Level I technicians during PTO, high-volume periods, or special projects.

We are looking for:

• Experience working in an enterprise IT environment.
• Experience supporting multiple locations or business units.
• Experience with FreshService or other ITSM ticketing systems (required).
• Experience with Okta or other identity providers (required).
• Demonstrated experience owning IT programs or operational domains
• Experience supporting executive-level employees.
• Experience with complex or custom AV solutions (preferred).
• Strong understanding of risk management, compliance, and cost optimization
• Strong understanding of SaaS licensing models and IT procurement processes (preferred).
• Ability to multitask, prioritize, and work independently or collaboratively.
• Ability to translate business objectives into technology standards
• Strong written and verbal communication skills.
• Proven commitment to exceptional customer service.
• High attention to detail and flexibility with shifting deadlines.
• Ability to lift heavy objects and support physical installations.
• Flexibility to work evenings, weekends, and outside normal business hours as needed.
• Occasional after-hours work may be required to support strategic initiatives or critical incidents
• Ability to travel domestically and internationally when required.