Desktop Support Team Lead
Addison Group · Oklahoma, United States · 1 mo ago
On-siteInformation Technology$65k/yrFull-time
Key Responsibilities
- Lead, mentor, and provide daily guidance to a team of Desktop Support professionals
- Serve as the primary escalation point for complex desktop and end-user support issues
- Monitor ticket queues and ensure work is prioritized to meet service level expectations
- Balance team workloads and improve operational efficiency across support functions
- Identify process bottlenecks and recommend workflow improvements
- Collaborate with infrastructure and engineering teams to resolve complex technical issues
- Coordinate desktop deployments, system upgrades, patches, and hardware refreshes
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures
- Utilize Visio and other documentation tools to map workflows and improve support processes
- Track team performance metrics and communicate recommendations to IT leadership
- Participate in technology initiatives and service improvement projects while providing advanced end-user support as needed
Requirements
- 5+ years of Desktop Support or Service Desk experience
- 2+ years of experience leading or mentoring technical support teams
- Strong experience troubleshooting Windows desktop environments, hardware, peripherals, and Microsoft Office applications
- Experience serving as an escalation resource for Tier II and Tier III support issues
- Knowledge of ITIL principles, service desk operations, and SLA management
- Experience with ticketing systems such as ManageEngine, ServiceNow, Jira, or similar platforms
- Experience creating workflows, process documentation, and Visio diagrams preferred
- Strong organizational, communication, and customer service skills
Preferred Experience
- Natural leader who enjoys mentoring and developing technical teams
- Strong technical troubleshooting and problem-solving abilities
- Process-oriented with a passion for improving service desk operations
- Comfortable balancing multiple priorities in a fast-paced environment
- Excellent communication skills with both technical and non-technical users
- Collaborative team player who builds positive relationships across IT departments
- Self-motivated with a continuous improvement mindset
Benefits
- This position is eligible for medical, dental, vision, and 401(k).
Pay
$65,000 / Annually DOE