Desktop Support Team Lead

ASG•Rockville, MD

About The Position

The National Institute of Mental Health (NIMH) leads the nation’s efforts to advance mental health through research, training, and public education focused on the prevention, diagnosis, and treatment of mental illness. NIMH conducts and supports scientific research across biological, behavioral, clinical, and social domains, and disseminates findings to improve mental health outcomes and services. The NSC Desktop Support Team Lead provides technical leadership and guidance to a team of Tier 2 desktop support technicians. This role serves as a subject matter expert in Windows and Mac enterprise systems, offering advanced troubleshooting and resolving complex end-user issues. Responsibilities include analyzing recurring problems to implement solutions, maintaining process and troubleshooting documentation, and supporting AV systems, Linux/virtual machines, networking, and common IT peripherals.

Requirements

Bachelor’s degree from an accredited college or university.
Minimum of six (6) years of relevant, applicable professional experience in an enterprise environment.
Experience with small team leadership.
Experience with managing customer expectations and delivering the highest quality customer service.
Experience with VIP support.
Subject Matter Expert in Mac, Windows and Linux operating systems and hardware.
ServiceNow expertise for queue management and ticket fulfillment.
Familiarity with conference room AV equipment and infrastructure.
Familiarity with Linux and virtual machines.
Familiarity with networking such as DHCP, Subnet, DNS, VLAN, wireless and LAN (local area network).
Familiarity with VoIP, fax, Muti-function copiers, and other common IT peripherals.
Must hold or be certified within the first 9 months of hire, one or more of the following certifications: JAMF 100, CompTia A+, Network+, and/or Security+, ITIL Foundations v4 or v5, Any HDI certification, PMI CAPM, ACP, or equivalent.
Ability to obtain Public Trust

Nice To Haves

Experience supporting NIH/NIMH programs.
Experience with JAMF, Absolute, Ivanti, SCCM, and/or Intune.
Experience supporting enterprise-managed iOS devices.

Responsibilities

Provides leadership to the technicians team.
Provides leadership and guidance to a team of desktop support technicians, including assigning tasks, monitoring performance, and providing coaching and mentorship.
Serves as a subject matter expert and provides advanced technical support and troubleshooting for complex desktop and end-user computing issues.
Analyzes recurring desktop support issues to identify root causes and implements solutions to prevent future incidents.
Maintains accurate and up-to-date documentation of desktop support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency.
Schedules computer refreshes based on warranty expirations and inventory availability.
Assists in forecasting computer and peripheral purchase needs.
Other duties as assigned.