Desktop Support Lead

Our client is seeking a Desktop Support Lead for an exciting contract to hire scenario. The Deskside Support Lead serves as a senior technical resource and hands-on leader within the Deskside Support team. This role works alongside technicians as a primary escalation point, mentor, and trainer, while also providing exceptional technical support-particularly to VIP-level staff. The ideal candidate is highly organized, service-oriented, and thrives in a fast-paced environment. You'll balance ticket resolution, project work, and team enablement while gaining exposure to enterprise infrastructure and collaborating with systems, network, and cloud engineering teams. This is an opportunity for a dynamic problem-solver who is passionate about serving people and takes pride in delivering high-quality support in a ministry-focused organization. DUTIES: Technical Support & Escalation

• Serve as a senior-level escalation point for complex hardware, software, and operating system issues.
• Troubleshoot and resolve advanced Windows, macOS, and related application issues.
• Provide white-glove IT support to VIP and executive-level staff as needed.
• Monitor, respond to, and resolve support requests through the ticketing system while managing a personal ticket queue effectively.

Team Support & Enablement

• Support and mentor Deskside Support technicians through coaching, training, and technical guidance.
• Create, maintain, and improve knowledge base articles, technical documentation, and support processes.
• Develop training materials and assist in onboarding and ongoing skills development for technicians.
• Effectively support the operational needs of the Deskside Support team.

Reporting, Projects & Operations

• Build and deliver daily/weekly technician ticketing and performance reports to the Support Desk Manager.
• Participate in and contribute to IT Operations projects as assigned.
• Assist with standardization efforts, documentation, and continuous improvement initiatives.
• Perform other duties as assigned to support IT Operations and organizational needs.

INFRASTRUCTURE EXPOSURE & ENGINEERING COLLABORATION:

• Working knowledge of enterprise identity systems, including Group Policy, Active Directory user and device management, and authentication troubleshooting.
• Exposure to server environments and core infrastructure services, including file services, print services, virtualization platforms, and storage systems.
• Familiarity with enterprise networking environments, including switching, wireless infrastructure, VPN connectivity, and network segmentation concepts.
• Experience supporting or troubleshooting endpoint management and deployment systems, such as Microsoft Intune, SCCM, Kandji/Iru, or similar device lifecycle management platforms.
• Ability to partner with network, systems, and cloud engineering teams to diagnose complex issues that span endpoint, infrastructure, and application layers.
• Interest in expanding technical knowledge in systems engineering, cloud platforms, automation, and enterprise infrastructure technologies.
• Demonstrated ability to participate in infrastructure-related projects, such as device lifecycle refreshes, OS deployments, identity or security initiatives, or major technology rollouts.

• 5+ years of progressive experience in desktop and deskside support roles.

• 2+ years of experience providing VIP or executive-level technical support.

• CompTIA A+, Network+, and Security+ certifications (Required).

• 5+ years of general hardware and software troubleshooting experience.

• Strong working knowledge of:

• Microsoft Windows 11 support.

• Microsoft 365 support and administration.

• macOS and iOS support experience.