Lead Desktop Support Technician
About The Position
The Lead Desktop Systems Specialist is responsible for providing advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms while leading a team of desktop support professionals. This position serves as the primary escalation point for complex technical issues and is responsible for driving team performance, coaching staff, prioritizing workloads, and ensuring exceptional customer service delivery across the organization. Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates strong leadership, sound judgment, and decision-making skills while interacting with senior internal and external personnel. Understanding of Landesk, Casper Computer Management, and ServiceNow ticketing systems is a plus.
Requirements
- Advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms.
- Leading a team of desktop support professionals.
- Primary escalation point for complex technical issues.
- Driving team performance, coaching staff, prioritizing workloads, and ensuring exceptional customer service delivery.
- Seasoned, experienced professional with a full understanding of industry practices and company policies and procedures.
- Resolves a wide range of issues in imaginative as well as practical ways.
- Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Demonstrates strong leadership, sound judgment, and decision-making skills while interacting with senior internal and external personnel.
Nice To Haves
- Understanding of Landesk, Casper Computer Management, and ServiceNow ticketing systems is a plus.
Responsibilities
- Lead, mentor, and develop Desktop Support Technicians to ensure high levels of technical performance and customer satisfaction.
- Manage daily team operations, including ticket queue management, workload balancing, and escalation assignments.
- Conduct coaching, training, and knowledge-sharing sessions to promote team growth and technical development.
- Partner with management on staffing needs, performance management, and employee development initiatives.
- Establish and monitor service delivery standards, ensuring adherence to SLAs and operational objectives.
- Serve as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
- Foster a culture of accountability, collaboration, and continuous improvement within the desktop support organization.
- Assist in interviewing, onboarding, and training new team members.
- Provide input on team goals, performance evaluations, and career development planning.
- Coordinate cross-functional support efforts with Infrastructure, Security, Network, and Application teams to ensure successful issue resolution.
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)
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What This Job Offers
Career Level
Manager
Education Level
No Education Listed
