Desktop Services, Lead Technician

Smart IMS • Orlando, FL

4d • Onsite

About The Position

As a Lead, Desktop Services, you will be responsible for the deployment, support, and lifecycle management of end-user technologies across the enterprise. This role is ideal for a self-driven technology professional who thrives in a fast-paced environment, takes ownership of outcomes, and can effectively coordinate operational activities, projects, and technical resources. As a trusted escalation point and technical lead, you will help ensure our associates receive world-class support while driving continuous improvement across our workplace technology environment. This position aligns with the organization's Desktop Services leadership model and reports within Workspace & Client Services.

Requirements

• 5+ years of experience supporting enterprise desktop and workplace technologies.
• Demonstrated experience deploying and supporting: Windows operating systems, Laptops and desktop computers, Enterprise printing solutions, Mobile devices, Microsoft 365 technologies, Endpoint management platforms such as Intune, MECM/SCCM, Workspace ONE, or similar solutions.
• Proven ability to independently manage multiple priorities and deliver results with minimal supervision.
• Strong experience coordinating technical activities, projects, and operational support efforts.
• Exceptional troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.

Nice To Haves

• Experience leading enterprise endpoint refresh or deployment programs.
• ITIL Foundation certification.
• Microsoft endpoint management or workplace technology certifications.
• Experience with ServiceNow or similar IT service management platforms.

Responsibilities

• Lead Endpoint Deployments and Technology Refreshes: Oversee the deployment, configuration, and support of laptops, desktops, printers, mobile devices, and workplace technology solutions. Coordinate enterprise hardware refreshes, office openings, relocations, and technology rollouts. Ensure all endpoint deployments meet security, compliance, and operational standards. Partner with vendors and internal technology teams to deliver successful technology implementations.
• Drive Operational Excellence: Coordinate daily Desktop Services activities, ensuring timely completion of incidents, service requests, and project deliverables. Prioritize workloads across multiple initiatives while maintaining service-level commitments. Act as the primary escalation point for complex desktop, printing, and endpoint-related issues. Monitor operational performance and identify opportunities for service improvement.
• Provide Technical Leadership: Lead troubleshooting efforts for critical incidents and high-impact business issues. Collaborate with Infrastructure, Security, Networking, Service Desk, and business stakeholders to deliver integrated technology solutions.
• Champion Continuous Improvement: Develop and maintain technical documentation, standards, and knowledge articles. Analyze recurring issues and implement proactive solutions to prevent future incidents. Support strategic initiatives that modernize and enhance workplace technology services.

What This Job Offers

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