Desktop Support Lead

Key Responsibilities

• 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: 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: Minimum of 5 years in a technical desktop support role, with at least 12 years of experience in a team lead, supervisory, or senior escalation capacity. Associate or Bachelors degree in Computer Science, Information Technology, or equivalent professional experience.
• Technical Proficiencies: Advanced proficiency with modern IT Service Management (ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and operational reporting. Strong expertise in Windows 10/11 enterprise administration and experience deploying/managing macOS environments within a corporate network. Familiarity with enterprise endpoint security suites, active directory administration, and disk encryption recovery workflows. Experience utilizing data analysis tools (such as Excel or Power Query) to review incident data, track team metrics, and identify volume trends.
• Certifications: ITIL v3 or v4 Foundations certification is highly desirable. CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
• Soft Skills & Certifications: Exceptional communication skills with the ability to maintain composure and professional empathy under pressure in a fast-paced clinical setting. Strong analytical skills focused on structured troubleshooting and operational accountability.