Lead Desktop Support Technician

About the role

The Lead Desktop Systems Specialist provides advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms while leading a team of desktop support professionals. This position serves as the primary escalation point for complex technical issues and is responsible for driving team performance, coaching staff, prioritizing workloads, and ensuring exceptional customer service delivery across the organization.

Responsibilities

• Provides advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms.
• Serves as the primary escalation point for complex technical issues.
• Drives team performance, coaches staff, prioritizes workloads, and ensures exceptional customer service delivery.
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates strong leadership, sound judgment, and decision-making skills while interacting with senior internal and external personnel.
• Manages daily team operations, including ticket queue management, workload balancing, and escalation assignments.
• Conducts coaching, training, and knowledge-sharing sessions to promote team growth and technical development.
• Pairs with management on staffing needs, performance management, and employee development initiatives.
• Establishes and monitors service delivery standards, ensuring adherence to SLAs and operational objectives.
• Serves as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
• Fosters a culture of accountability, collaboration, and continuous improvement within the desktop support organization.
• Assists in interviewing, onboarding, and training new team members.
• Provides input on team goals, performance evaluations, and career development planning.
• Collaborates with management on cross-functional support efforts with Infrastructure, Security, Network, and Application teams to ensure successful issue resolution.

Requirements

Understanding of Landesk, Casper Computer Management, and ServiceNow ticketing systems is a plus.

Leadership Responsibilities

• Lead, mentor, and develop Desktop Support Technicians to ensure high levels of technical performance and customer satisfaction.
• Manage daily team operations, including ticket queue management, workload balancing, and escalation assignments.
• Conduct coaching, training, and knowledge-sharing sessions to promote team growth and technical development.
• Partner with management on staffing needs, performance management, and employee development initiatives.
• Establish and monitor service delivery standards, ensuring adherence to SLAs and operational objectives.
• Serve as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
• Foster a culture of accountability, collaboration, and continuous improvement within the desktop support organization.
• Assist in interviewing, onboarding, and training new team members.
• Provide input on team goals, performance evaluations, and career development planning.
• Collaborate with management on cross-functional support efforts with Infrastructure, Security, Network, and Application teams to ensure successful issue resolution.

Pay and Benefits

The pay range for this position is $45.00 - $50.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).

Job Type & Location

This is a Contract position based out of San Francisco, CA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.