We are seeking an experienced Desktop Support Lead to oversee daily service desk operations while providing advanced technical support in a fast-paced IT environment. This role is ideal for a hands-on technical leader who enjoys mentoring others, improving processes, and ensuring a high level of customer service.
Responsibilities
- Supervise, mentor, and support Desktop Support Technicians through coaching and daily guidance.
- Monitor, prioritize, and assign support tickets to ensure timely resolution.
- Serve as the escalation point for complex technical issues and troubleshooting.
- Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and IT policies.
- Track team performance metrics and provide reporting and recommendations to IT leadership.
- Oversee desktop system builds, deployments, operating system images, and patching processes.
- Lead team meetings to review service performance, trends, and improvement opportunities.
- Collaborate with IT leadership to identify process gaps and implement improvements.
- Maintain and enhance service desk documentation, knowledge base articles, and support workflows.
- Participate in special projects including system improvements, training initiatives, and service enhancements.
- Provide both onsite and remote technical support as needed.
Qualifications
- Minimum of 5 years of Desktop Support or Service Desk experience.
- At least 2 years of leadership or supervisory experience in an IT support environment.
- Strong technical troubleshooting and escalation management skills.
- Experience with Windows environments, desktop hardware, and peripherals.
- Proficiency with Microsoft Office Suite and experience creating workflows, documentation, or process diagrams (Visio or similar tools).
- Experience with ticketing systems such as Jira, Confluence, or similar platforms.
- Strong communication and presentation skills with the ability to lead teams and interact across departments.
- Ability to analyze processes and implement improvements in a service desk environment.
- Must be a U.S. citizen and able to pass background and vehicle checks.
- Must be eligible and approved to drive a company/agency vehicle with a clean driving record.