Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
IT Desktop Support Lead
Job
Ingram Resources
Oklahoma City, OK (In Person)
$80,600 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
42
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
My client is looking for someone with a minimum of 5 years of experience in Desktop Support and 2 years of leadership experience. The Desktop Support Lead is responsible for overseeing the daily operations of the Desktop Support team while continuing to provide advanced technical support to end users. This role combines leadership, mentorship, and process oversight with hands-on technical expertise. The Desktop Support Lead ensures that customer service standards are met, escalated issues are resolved efficiently, and team performance aligns with organizational goals. Principal Responsibilities (Essential Functions)
- Supervise and mentor Desktop Support Technicians, providing daily guidance and coaching.
- Monitor, prioritize, and distribute support tickets to ensure timely and effective resolution.
- Serve as the primary escalation point for advanced or complex technical issues.
- Ensure compliance with Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and company policies.
- Evaluate team productivity and performance, providing metrics and recommendations to IT leadership.
- Coordinate and perform system upgrades, patches, and updates related to desktop support operations.
- Oversee and validate computer builds, operating system templates, and deployment scripts.
- Facilitate regular team meetings to review performance metrics, service trends, and process improvements.
- Collaborate with IT management to identify departmental process gaps and recommend improvements.
- Maintain and enhance the service desk knowledge base, SOPs, and customer service tools. Other Responsibilities Lead or assist with special projects such as ticketing system improvements, training initiatives, and customer survey programs. Provide onsite and remote support as needed, fostering a culture of professionalism and customer satisfaction. Job Requirements/Skills
- Proven leadership experience in a desktop support or service desk environment.
- Strong communication skills, both verbal and written, with experience presenting to groups.
- Advanced technical problem-solving skills with the ability to handle escalations.
- Proficiency with Microsoft Office and experience creating workflows, templates, and Visio diagrams.
- Knowledge of desktop hardware, peripherals, and troubleshooting methodologies.
- Experience with Jira/Confluence or similar ticketing/collaboration platforms.
- Ability to maintain cross-department relationships and coordinate activities across teams. Other Requirements
- Must pass background and vehicle checks.
- U.S. citizenship required Must be local to the greater OKC - available for face-to-face interviews.
- Minimum of 5 years of Desktop Support or Service Desk experience, including at least 2 years in a leadership role.