Senior IT Service Desk & Incident Management Lead – 24/7 Global Customer Support Champion (Remote) – Drive Innovation & Service Excellence at brighthush

About brighthush

brighthush is a trailblazer in the digital services arena, delivering end‑to‑end managed IT solutions that empower public sector agencies and commercial enterprises worldwide. With a relentless focus on security, efficiency, and cost‑effectiveness, we harness cutting‑edge cloud, cybersecurity, network operations, and application development technologies to help our clients thrive in an ever‑evolving digital landscape. Recognized as a Top Workplace, brighthush blends innovation with integrity, fostering an environment where every team member can grow, collaborate, and make a tangible impact. Our mission is simple: to create digital ecosystems that enable our clients to innovate, scale, and secure their operations, while our people experience a culture of purpose, belonging, and continuous learning.

Opportunity Overview

We are actively seeking a Senior IT Service Desk & Incident Management Lead to become the first line of defense for our global customer base. In this role you will provide 24/7/365 IT support, ensuring that every user issue is logged, classified, and resolved with precision and empathy. Your expertise will help maintain our high service level agreements (SLAs), drive continuous improvement, and elevate the overall customer experience. As a remote‑first organization, you will collaborate with a distributed team of experts while enjoying the flexibility and autonomy that comes with a fully virtual workplace. You will be the voice of the customer, the guardian of our service standards, and the catalyst for operational excellence.

Why brighthush?

At brighthush, we don’t just provide IT services – we create digital ecosystems that enable our clients to innovate, scale, and secure their operations. Our culture is built on five core values: Do What’s Right, Own the Outcome, Deliver for Our Customers, Think Bold, Act Smart, and Win Together. These principles guide every decision, every interaction, and every project. As a member of our team, you’ll experience a workplace that rewards curiosity, celebrates collaboration, and rewards excellence. We invest in our people through continuous learning, leadership development, and a comprehensive benefits package that supports health, wealth, and well‑being.

Key Responsibilities

• First‑Point Contact Excellence: Serve as the initial touchpoint for all user inquiries, delivering prompt, courteous, and knowledgeable assistance across multiple channels (phone, email, chat, and ticketing system). You will set the tone for the entire support experience.
• ITIL‑Based Incident Management: Log, classify, and resolve incidents and service requests using industry‑standard ITIL processes, including move, add, change, and delete (MACD) account requests. You will ensure accurate documentation and adherence to best practices.
• SLA Monitoring & Escalation: Proactively track incidents approaching SLA thresholds, escalating to appropriate teams when necessary to guarantee timely resolution. You will own the SLA compliance metrics and drive corrective actions.
• Trend Analysis & Process Improvement: Identify recurring issues and patterns, collaborating with cross‑functional teams to recommend enhancements to tools, knowledge bases, and workflows. Your insights will shape the future of our support operations.
• Customer Advocacy: Champion the voice of the customer, ensuring that every interaction reflects our commitment to service excellence and continuous improvement. You will gather feedback and translate it into actionable improvements.
• Documentation & Knowledge Management: Maintain accurate, up‑to‑date records in our ticketing system and contribute to the creation and refinement of knowledge base articles. You will be the steward of our knowledge repository.
• Team Collaboration: Work closely with Tier 2/3 support, network operations, and security teams to resolve complex issues and share insights. You will foster a culture of collaboration and shared ownership.
• Performance Metrics: Track and report on key performance indicators (KPIs) such as ticket volume, first‑contact resolution rate, and customer satisfaction scores. You will use data to drive continuous improvement.
• Continuous Learning: Stay current with emerging technologies, industry best practices, and regulatory changes that impact our clients and our service delivery. You will be a lifelong learner and a knowledge sharer.
• Mentorship & Coaching: Guide junior support staff, sharing knowledge, best practices, and fostering a culture of continuous improvement. You will help shape the next generation of support leaders.

Essential Qualifications

• Minimum of 3 years’ experience in a high‑volume IT service desk environment.
• Strong command of ITIL principles and incident management best practices.
• Proficiency in ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Analytical mindset with a proven track record of identifying root causes and recommending actionable solutions.
• Experience with omnichannel support (phone, email, chat, and ticketing) and a customer‑centric approach.
• U.S. citizenship and eligibility to obtain a Public Trust background investigation and/or clearance.

Preferred Qualifications

• Certification in ITIL Foundation or higher (ITIL V4).
• Experience in the public sector or with government agencies.
• Knowledge of cybersecurity fundamentals and incident response procedures.
• Background in cloud platforms (AWS, Azure, GCP) and network operations.
• Experience with performance monitoring tools (e.g., Splunk, New Relic).
• Experience in a remote or hybrid support environment.

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting hardware, software, and network issues.
• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to diagnose complex problems quickly and propose effective solutions.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks effectively while maintaining high quality and accuracy.
• Data‑Driven Decision Making: Use metrics and analytics to drive improvements and justify changes.
• Communication: Articulate technical information clearly to stakeholders at all levels.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer a clear, structured career path that rewards performance, initiative, and continuous learning. Whether you aspire to become a Senior Support Engineer, Team Lead, or Service Delivery Manager, we provide the resources and mentorship to help you reach those milestones. Our learning culture is reinforced by a blend of formal training, on‑the‑job coaching, and real‑world project experience.

• Structured career paths with clear milestones for advancement.
• Annual performance reviews that align your goals with organizational objectives.
• Tuition assistance and reimbursement for industry‑relevant certifications.
• Access to internal training programs, workshops, and mentorship initiatives.
• Opportunities to participate in cross‑departmental projects, expanding your skill set and network.
• Leadership development programs for high‑potential employees.

Work Environment & Company Culture

brighthush thrives on a culture built around five core values that guide every decision and interaction. Our remote‑first model empowers you to balance professional and personal commitments while staying connected to a vibrant, collaborative community. We celebrate diversity, encourage innovation, and reward excellence through a range of initiatives that support well‑being, financial security, and professional growth.

• Do What’s Right: Integrity and honesty guide every decision.
• Own the Outcome: Accountability drives results.
• Deliver for Our Customers: Relentless focus on value creation.
• Think Bold, Act Smart: Innovation with purpose.
• Win Together: Collaboration and celebration of shared success.

These values permeate our daily operations and are reflected in our comprehensive well‑being initiatives:

• Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Development: Annual reviews, tuition assistance, and internal career growth.
• Financial: Generous 401(k) match, life and disability insurance, and financial wellness tools.
• Recognition: Annual awards, service anniversaries, referral bonuses, and peer shoutouts.
• Wellness: Comprehensive healthcare coverage, wellness programs, flu shots, and biometric screenings.

Compensation & Benefits

Competitive base salary ranging from $60,000 to $72,000 annually, commensurate with experience and qualifications. In addition, you will enjoy a comprehensive benefits package designed to support your health, well‑being, and financial security.

• Health, dental, and vision insurance plans.
• Flexible work hours and remote work options.
• Paid time off, holidays, and sick leave.
• Employee assistance program and Apply for this job