Position Summary: This position is part of the Engineering and Operations team, responsible for supporting and maintaining IMC's technology infrastructure, which is critical to running the business. Specifically, the role is within the Frontline Solutions team, collaborating closely with data center, network, and operations teams to ensure the business maintains efficient and reliable day-to-day operations.

As a Senior Service desk Engineer, you will play a key role in supporting the IT service desk function by resolving complex technical issues, contributing to process improvements, and assisting with escalations. You will act as a senior team member with the experience to guide peers, set high standards in technical execution, and model best practices. This position is ideal for someone with strong technical depth and a demonstrated ability to lead by example, with the potential to take on greater leadership responsibilities as the role evolves. A strong ITSM-focused mindset and ability to leverage data and analytics to identify patterns, reduce churn, and solve systemic issues is essential to maturing service capabilities and improving the end-user experience. ESSENTIAL DUTIES AND RESPONSIBILITIES: Serve as a senior escalation point for diagnosing and resolving advanced technical problems related to hardware, software, networking, and telephony systems. Assist with escalations and act as a senior technical resource for complex support issues. Oversee printer and print server deployments, following the industry’s best practices to ensure optimal configuration, functionality, and minimal downtime. Assist with the creation, testing, and deployment of PC images to maintain standardized, secure, and efficient desktop environments across the organization. Maintain strong vendor relationships, coordinate with external partners to procure hardware, software, and services, and ensure timely support for any technical or warranty-related issues. Support service desk performance monitoring by contributing insights and identifying areas for improvement; ensure service-level agreements (SLAs) are consistently met. Use a data-driven approach to identify recurring problems, user pain points, and service gaps; propose solutions that improve efficiency and reduce support churn. Share knowledge and experience with junior team members to support their development and encourage best practices. Collaborate with other IT teams (data center, network, and operations) to resolve systemic issues, support large-scale projects, and improve overall infrastructure. Maintain comprehensive documentation of common issues, troubleshooting steps, and system configurations to enhance team efficiency and service delivery. Participate in IT projects, including system upgrades, software rollouts, and infrastructure expansions, ensuring they are completed on time and within scope. Ensure adherence to company policies, regulatory standards, and IT security best practices, contributing to audits and compliance efforts. Deliver exceptional customer service by effectively communicating with end-users and business partners to address concerns and provide clear updates on issue resolution. Champion IT service management (ITSM) principles and continuously seek opportunities to improve the maturity of service processes and capabilities. Ideal Skills/Knowledge Includes: Strong expertise in diagnosing and resolving advanced technical problems related to hardware, software, networking, and telephony systems. Demonstrated ability to lead by example and support team development through mentorship and technical guidance. Experience collaborating with cross-functional teams, including data center, network, and operations groups. Ability to contribute to escalations and provide high-level technical support for complex issues. Experience working in a hybrid on-premise/cloud environment, particularly with Microsoft 365 and collaboration tools like Cisco WebEx. Proficiency in using IT service management tools (e.g., Service Desk Plus, ServiceNow, Jira) and monitoring service desk performance to meet SLAs. Ability to apply analytics and reporting to identify trends, reduce repetitive incidents, and guide continuous improvement in IT service delivery. Qualifications: Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. Certifications: Professional certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications (highly preferred). Technical Knowledge: 5+ years of experience in IT service desk or technical support, with demonstrated experience handling advanced technical issues and supporting team operations. Prior exposure to mentoring or team guidance is a plus. Deep understanding of hardware, software, network troubleshooting, and telephony systems. Familiarity with cloud-based solutions (e.g., Microsoft 365) and hybrid cloud infrastructure. Strong knowledge of IT security protocols, compliance standards, and audit processes. Experience supporting collaboration platforms like Cisco WebEx and Microsoft Teams. Experience with ITSM frameworks and tools, with a focus on leveraging metrics and insights to improve service quality and reduce downtime. Soft Skills: Excellent communication skills, with the ability to convey technical information to non-technical stakeholders. Strong customer service focus with the ability to manage and resolve escalations calmly and efficiently. Leadership qualities demonstrated through influence, initiative, and technical credibility. Analytical mindset with a passion for process improvement and data-informed decision-making. Desire to Learn: A commitment to continuous learning and development, keeping up with industry trends and advancements in technology. Willingness to stay current with evolving cloud infrastructure, collaboration tools, and IT security practices. Domicile Location: 1305 Schilling Blvd. West, Collierville, TN 38017