Desktop Support Lead

About the Role

The Desktop Support Team Lead oversees the daily operations of the Level 2 technical support team within an enterprise healthcare IT environment, supporting approximately 8,000 hybrid (onsite and remote) healthcare end users. This role balances hands-on technical escalation management with personnel leadership to ensure hospital staff—including clinicians, administrators, and support personnel—receive seamless, timely, and ITIL-aligned technical support, maintaining uninterrupted patient care and operational workflows.

Responsibilities

• Team Leadership & Operations
  • Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate the triage of high-priority clinical and administrative incidents.
  • Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill assessments, and providing guidance on professional development.
  • Assist in executing desktop support contingency and business continuity plans during critical platform or infrastructure downtime.
  • 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.
  • Oversee endpoint security configurations, including disk encryption (BitLocker), endpoint protection clients, and corporate mobile device management (MDM) policies.
  • Conduct Root Cause Analysis (RCA) for recurring desktop support failures or procedural gaps to continuously optimize hardware delivery and technical workflows.

Requirements

• Experience & Education
  • 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.
  • Proven experience working within a large-scale enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7 environments preferred).
  • Associate or Bachelor’s 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.
• Soft Skills & Certifications
  • ITIL v3 or v4 Foundations certification is highly desirable. CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
  • 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.