Senior IT Service Desk Engineer (Boston)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers.  We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.

As a Senior IT Service Desk Engineer, you will be instrumental in optimizing our technology experience through proactive problem-solving, process enhancements, and automation. You'll empower ezCater business units by ensuring smooth, highly performant technology, fostering a dynamic and collaborative culture, and adapting to our fast-growing company's evolving needs. You will play a key role in identifying and implementing efficiencies to improve the overall service desk operation and user experience. ezCater is an agile, dynamic culture that fosters and encourages cross-team collaboration and requires the ability to be flexible and adapt to the ever-changing work priorities and requirements as we are a fast-growing company. For this role, we are looking for candidates with strong interpersonal skills, who enjoy cupcakes, and are able to successfully work on a team.

As a Senior IT Service Desk Engineer you will support a hybrid workforce with some people in the office and others remote, so great communication skills (written, verbal, and presentation) are incredibly important.

What You'll Do:

• Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution.
• Monitor a Tier two queue for ticket escalations.
• Identify trends in client inquiries and proactively recommend and implement innovative solutions to better the employee experience, including process improvements and automation opportunities.
• Develop and implement automation scripts and tools to streamline service desk operations and reduce manual effort.
• Lead initiatives to improve and document service desk processes, focusing on efficiency and user satisfaction.
• Design, implement, and optimize Okta workflows for employee lifecycle management (onboarding, offboarding, access changes) and ensure secure and efficient access to applications.
• Troubleshoot and resolve complex Okta-related issues, including application integrations.
• Monitor and make recommendations for improving department and team SLA’s.
• Support on-site and remote company meetings.
• Lead, train, mentor, and coach junior members of the IT Service Desk, fostering their professional development and ensuring adherence to best practices and department policies.
• Lead and manage critical IT Service Desk projects, including those focused on Okta enhancements, process optimization, and automation, collaborating cross-functionally to achieve strategic objectives.
• Conduct day one new hire training of ezCater employees.

What You Have: 

• 4+ years in a Helpdesk / End User Support or similar role.
• A passion for solving technical problems and a desire to help others.
• A friendly and outgoing personality.
• An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them, with a focus on scalability and automation.
• An ability to own the resolution of reported issues through to completion.
• Strong attention to detail and a commitment to continuous improvement in service desk operations.
• Proven experience in designing, implementing, and optimizing Okta workflows for identity and access management, including application integrations and lifecycle management.
• Demonstrated experience in building automation solutions (e.g., scripting with PowerShell, Python, or similar; using automation tools) to improve IT service delivery.
• A strong track record of identifying inefficiencies and successfully implementing process improvements within an IT service desk environment.
• Experience in leading, mentoring, and coaching junior IT service desk engineers, with a focus on skill development and team performance.
• Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne.
• Supported Google Apps (Google Workspace) environment.
• Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, Jira)
• Working