Deskside Support-Team Lead

TEKsystems • Washington, DC

2d • $32 - $39 • Onsite

About The Position

This is a long-term, contract position based in Washington, DC, offering a 3-year engagement. The role is primarily onsite, with occasional travel between local sites. The Team Lead – Deskside Support will oversee a team of 8-10 deskside support technicians, managing schedules, productivity, and ticket flow to drive a customer-first, high-service environment. The position involves hands-on technical work, including actively working tickets in ServiceNow, troubleshooting Windows, software, and hardware issues, and supporting incidents, IMACs, and device refreshes. A key aspect of the role is providing executive/VIP support, handling high-priority escalated issues in real-time for C-level executives and leadership. The role also requires delivering daily site reporting on ticket volume, priorities, and performance, and managing critical tickets impacting operations.

Requirements

• Team Lead experience (Deskside preferred; Service Desk considered if hands-on)
• Experience actively closing deskside tickets while leading a team
• 3+ years Windows 10/11 support in a corporate environment
• 5+ years total IT support experience (desktop / LAN / end-user support)
• Experience supporting executives / VIP users
• Strong customer service and communication skills

Nice To Haves

• Healthcare / hospital environment experience
• ServiceNow (or similar ticketing system)
• Familiarity with Active Directory
• Experience with peripherals (scanners, badge readers, printers, etc.)
• Military leadership background

Responsibilities

• Oversee a team of 8–10 deskside support technicians
• Manage schedules, productivity, and ticket flow
• Drive a customer-first, high-service environment
• Actively work tickets in ServiceNow
• Troubleshoot Windows, software, and hardware issues
• Support incidents, IMACs (installs, moves, adds, changes), and device refreshes
• Provide white-glove support to C-level executives and leadership
• Handle high-priority / escalated issues in real time
• Deliver daily site reporting (ticket volume, priorities, performance)
• Manage and resolve critical tickets impacting operations

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed