Desktop Support Lead
BALIN TECHNOLOGIES LLC · Boston, MA · Today
Full-time
- 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.
- 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.