Desktop Support Team Lead

Kinsale Management • Richmond, VA

397d

About The Position

Kinsale Insurance is seeking a Desktop Support Team Lead who will oversee the daily operations of the Helpdesk team, ensuring outstanding support for end users and their technology. This role involves mentoring team members, troubleshooting complex issues, and implementing process improvements to enhance service delivery.

Requirements

• Bachelor's degree in IT related field, relevant certifications, or equivalent experience.
• At least 5+ years of professional IT experience.
• At least 2 years directing the day-to-day tasks of others.
• Excellent oral and written communications skills.
• Customer service focused, with a strong collaborative and team-oriented approach.
• Ability to prioritize work and exercise good judgement while managing multiple tasks.
• In-depth knowledge of Windows 10 and 11, Microsoft Office 365, Windows Update Services (WSUS), Windows diagnostic tools and utilities, Active Directory users and groups, and network services (i.e., DNS, DHCP, SFTP, SSH, SMTP).
• Thorough knowledge of Windows management/deployment technologies (i.e., Intune, WDS, PDQ), Active Directory group policies, MacOS or Linux operating systems, network equipment, virtualization, mobile device management and/or telephone systems.
• Familiarity with cloud technologies (AWS or Azure) and information security concepts.
• Familiarity with SaaS ticketing systems.
• Able to lift up to 30 lbs. and route cables and position equipment under office furniture.

Responsibilities

• Serve as the team lead for the Helpdesk and Desktop Support team, directing day-to-day activities and providing coaching and mentoring for team members.
• Resolve technical issues for company personnel and customers.
• Act as an escalation point for issues that cannot be resolved by the team, further escalating to appropriate resources when necessary.
• Document requests for assistance in the ticket management system and track incidents through to resolution or escalation.
• Assist with installation, management, and maintenance of desktop, laptop, mobile, and peripheral devices.
• Establish and improve support processes for the team.
• Provide input and recommendations for system enhancements.
• Evaluate and test new product versions with recommendations for upgrade and replacement schedules.
• Lead efforts to enhance support tools and capabilities.
• Adhere to existing trouble resolution, change management, information security, asset management, and other relevant policies and procedures.
• Provide support on a rotational basis for weeknight and weekend coverage, performed remotely.
• Assist with onboarding and training for coworkers.

Benefits

• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree