Desktop Support Team Lead

Key Responsibilities Team Leadership & Operations Daily Triage & Escalation:

Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate the triage of high-priority clinical and administrative incidents

Performance Management:

Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill assessments, and providing guidance on professional development

Contingency & Incident Management:

Assist in executing desktop support contingency and business continuity plans during critical platform or infrastructure downtime

Runbook Standardization:

Standardize, update, and maintain technical runbooks and operational documentation for Level 2 teams to ensure consistent troubleshooting.

Technical & Endpoint Security Oversight Endpoint Management:

Manage corporate and clinical hardware lifecycles, ensuring proper deployment, tracking, and compliance of Windows and macOS devices across the hospital network

Security Compliance:

Oversee endpoint security configurations, including disk encryption (BitLocker), endpoint protection clients, and corporate mobile device management (MDM) policies

Process Improvement:

Conduct Root Cause Analysis (RCA) for recurring desktop support failures or procedural gaps to continuously optimize hardware delivery and technical workflows Qualifications & Skills -

Required Experience & Education Experience:

Minimum of 5 years in a technical desktop support role, with at least 1-2 years of experience in a team lead, supervisory, or senior escalation capacity

Industry Environment:

Proven experience working within a large-scale enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7 environments preferred)

Education:

Associate or Bachelor s degree in Computer Science, Information Technology, or equivalent professional experience.

Technical Proficiencies ITSM & Tools:

Advanced proficiency with modern IT Service Management (ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and operational reporting

OS & Deployment:

Strong expertise in Windows 10/11 enterprise administration and experience deploying/managing macOS environments within a corporate network

Security & Utilities:

Familiarity with enterprise endpoint security suites, active directory administration, and disk encryption recovery workflows.

Data & Reporting:

Experience utilizing data analysis tools (such as Excel or Power Query) to review incident data, track team metrics, and identify volume trends.

Soft Skills & Certifications Certifications:

ITIL v3 or v4 Foundations certification is highly desirable. CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.

Communication:

Exceptional communication skills with the ability to maintain composure and professional empathy under pressure in a fast-paced clinical setting.

Problem Solving:

Strong analytical skills focused on structured troubleshooting and operational accountability.