The Sr. Service Desk Administrator is responsible for leading day-to-day service desk operations, providing hands-on technical support, and serving as the primary escalation point for complex incidents beyond the scope of frontline service desk staff. This role requires strong technical expertise with Windows and Mac environments, Active Directory, and Office 365 administration, as well as the ability to create, maintain, and enforce Standard Operating Procedures (SOPs). The Sr. Service Desk Administrator ensures high-quality customer service, effective incident resolution, and drives continual process improvement across the Sr. Service Desk Administrator function.

Work Schedule: This position currently follows a hybrid work model. Employees are required to work from the office at least four days per week (Monday - Thursday), with Friday available for remote work, offering a blend of in-person collaboration and flexibility.

• Act as the escalation point for complex technical issues not resolved by service desk staff.
• Troubleshoot advanced issues with hardware, software, networking equipment, and business-critical applications.
• Provide end-user support for Windows and Mac desktops, laptops, mobile devices, and related peripherals.
• Administer and manage Active Directory and Entra ID (user accounts, groups, permissions, GPOs), and Office 365 (mailbox creation, license management, Teams, SharePoint).
• Create, update, and maintain SOPs, knowledge base articles, and technical documentation to improve team efficiency and consistency.
• Provide technical assistance in the design, installation, and support of IT infrastructure.
• Train, mentor, and support junior service desk team members.
• Manage and prioritize help desk tickets, ensuring timely response and resolution, while escalating issues to senior IT leadership when appropriate.
• Assist with imaging, deployment, and maintenance of end-user hardware and backup solutions.
• Maintain asset and inventory management systems for IT hardware and software.
• Monitor and apply updates to supported applications and operating systems.
• Participate in special IT projects and initiatives as assigned.
• Ensure a high level of customer satisfaction and professionalism in all end-user interactions.

• Associate’s degree in Information Technology or equivalent professional experience.
• 4+ years of IT end-user support experience, including at least 1 year in a lead or escalation role.
• Strong working knowledge of both Windows and Mac operating systems.
• Hands-on experience with Active Directory and Office 365 administration.
• Experience with service ticketing/tracking systems and remote support tools.
• Strong interpersonal and communication skills with the ability to mentor and guide junior staff.
• Detail-oriented with strong problem-solving and multitasking skills.
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
• Asset tracking and inventory management experience.
• Familiarity with enterprise phone systems (Avaya or equivalent).

• 5 years of experience providing end user support.
• Asset tracking and inventory management experience.
• Familiarity with enterprise phone systems (Avaya or equivalent).
• Proficient in developing technical documentation.
• A+, Network+, or comparable certification.
• Asset tracking and inventory management experience.
• Android and iPhone support.
• Mac support.

Established in 2002, Isagenix International has created simple, proven products that optimize what your body is capable of—helping you protect your greatest asset, your health. For more than twenty years, Isagenix has made holistic science an art with transparency and integrity—creating products and systems that address nutrition, stress, fitness, energy, natural beauty, focus, and financial wellbeing. The global wellbeing company, based in Gilbert, Arizona, markets its products through a network of independent distributors in 22 key markets: the United States, Canada, Puerto Rico, Australia, New Zealand, Mexico, the United Kingdom, Ireland, the Netherlands, Belgium, Spain, Austria, Denmark, Finland, France, Germany, Italy, Norway, Poland, Portugal, Sweden, and Switzerland. For more information, visit Isagenix.com.

Isagenix International, LLC is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, veteran status or any other status protected by law.