Job Description
Job Title: Lead Desktop Support
Location: Atlanta, GA / Windsor, CT / Charleston, SC / San Diego, CA (Onsite)
Job Type: Contract
Job Summary
The Lead Desktop Support professional oversees the daily operations of the desktop support team, ensuring timely and effective technical support for end users. This role combines hands-on technical expertise with leadership responsibilities, including mentoring staff, managing escalations, and coordinating with other IT teams to maintain a high level of service.
Key Responsibilities
- Lead, mentor, and supervise desktop support technicians
- Serve as the primary escalation point for complex technical issues
- Provide advanced troubleshooting for hardware, software, network, and peripheral issues
- Ensure compliance with IT policies, security standards, and best practices
- Coordinate incident, request, and problem management activities
- Monitor service desk performance and ensure SLAs are met
- Maintain accurate documentation, procedures, and knowledge base articles
- Assist with on boarding/off boarding, including system access and equipment setup
- Collaborate with infrastructure, security, and application teams
- Manage asset inventory and lifecycle of end-user devices
- Participate in system upgrades, rollouts, and IT projects
Required Qualifications
- Bachelor's degree in Information Technology or equivalent experience
- 5+ years of desktop/end-user support experience
- 1 2 years of team leadership or senior support experience
- Strong knowledge of Windows and/or macOS environments
- Experience with Active Directory, Microsoft 365, and endpoint management tools
- Proficiency in troubleshooting hardware, software, and network connectivity issues
Preferred Qualifications
- ITIL Foundation certification
- CompTIA A+, Network+, or Microsoft certifications
- Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- Knowledge of endpoint security and device management (Intune, SCCM, Jamf)
Skills & Competencies
- Strong leadership and communication skills
- Excellent problem-solving and analytical abilities
- Customer-focused mindset
- Ability to prioritize and manage multiple tasks
- Documentation and process improvement skills
Job Tags
Contract work,