Lead, Service Desk - PGIM Technology (Hybrid - Newark, NJ)

What you'll do

• Troubleshoot and resolve hardware, software, mobile, and connectivity issues across Windows and macOS environments.
• Log, track, and manage IT incidents and service requests using ITSM tools in alignment with best practices.
• Install, configure, and maintain end-user devices, applications, and peripherals to ensure operational efficiency.
• Manage user accounts and access within Active Directory and other enterprise systems while ensuring compliance with security policies.
• Develop and maintain knowledge base articles, documentation, and standard operating procedures for service desk operations.
• Participate in Agile ceremonies and collaborate with Infrastructure, Security, and Application teams to drive process improvements.

What we're looking for

• Experience supporting Windows and macOS operating systems in an enterprise environment.
• Proficiency with Microsoft 365 applications and strong troubleshooting skills.
• Excellent written and verbal communication skills with a customer-service focus.
• Ability to work independently while contributing effectively within a team.
• Flexibility to support after-hours or weekend work as required.
• Familiarity with ITSM frameworks and continuous improvement practices.
• Experience working in Agile environments, preferably with Scrum certification.