Leads Tier 2 IT service desk operations, manages escalations and SLA performance, and provides advanced Level 2/3 support for Microsoft 365, endpoints, identity, hardware, software, and access issues. Owns account provisioning, device deployment, onboarding, offboarding, asset management, documentation, and service improvements. Mentors support analysts, coordinates with infrastructure and security teams, supports incident response, and participates in on-call coverage.