Desktop Support Lead

Durham, NC
User Ops /
Permanent /
On-site
A Day in the Life of our Desktop Support Lead
As the Desktop Support Lead, you will be responsible for overseeing and providing technical support for desktop systems, peripherals, and software within our organization. You will lead a team of desktop support technicians, ensuring that all incidents and service requests are resolved promptly and effectively to minimize downtime and ensure user satisfaction. The role requires a strong blend of technical expertise, leadership skills, and customer service orientation.

Who Should Apply:
We welcome all applicants that have a proven background in mentoring and leading help desk and/or desktop teams in  MacOS/JAMF Environments. G-Suite administration and working in Lab and HIPAA regulated environments is strongly preferred in this role. If you are excited  to prioritize customer relationships, communicate effectively with technical and non technical staff, and would like to make an impact in an organization and peer growth, we encourage you to apply. 

Responsibilities

    • Manage and mentor a team of desktop support technicians, providing guidance, training, and performance evaluations
    • Coordinate daily activities, prioritize tasks, and ensure workload distribution among team members
    • Foster a positive and collaborative team environment focused on delivering exceptional customer service
    • Provide hands-on technical support for desktop hardware, peripherals (printers, scanners, etc.), and software applications
    • Troubleshoot and resolve complex desktop-related issues escalated from the team or directly from end-users
    • Install, configure, and maintain desktop systems and software according to organizational policies and procedures
    • Oversee the management of incidents and service requests through the IT service management system (e.g., ServiceNow)
    • Ensure timely resolution of incidents and service requests within defined SLAs, escalating when necessary to meet service levels
    • Monitor and maintain desktop infrastructure, including operating systems, software updates, and security patches
    • Implement and enforce desktop security best practices, including antivirus protection, encryption, and access controls
    • Develop and maintain documentation related to desktop support processes, procedures, and configurations
    • Generate reports on team performance metrics, incident trends, and user satisfaction to management
    • Conduct user training sessions and create user guides to promote efficient and effective use of desktop systems and software
    • Communicate IT policies, procedures, and announcements to end-users in a clear and timely manner

Qualifications and Skills

    • Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
    • 5+ in a desktop support role, with at least 3 years in a leadership or supervisory capacity
    • Strong technical knowledge of desktop hardware, operating systems (e.g., Windows, macOS), and productivity software (e.g., Google Workspace)
    • Experience with IT service management tools (e.g., ServiceNow) and desktop management systems (e.g., SCCM, Jamf)
    • Excellent troubleshooting skills and the ability to diagnose and resolve technical issues independently and as part of a team
    • Exceptional communication and interpersonal skills, with a customer-oriented approach to providing technical support
    • IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus
$90,000 - $115,000 a year
The expected, full-time, annual base pay scale for this position is based off of skills, experience, and location.