Desktop Support Lead

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. The Team Lead ensures that hospital staffincluding clinicians, administrators, and support personnelreceive seamless, timely, and ITIL-aligned technical support to maintain uninterrupted patient care and operational workflows., 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.

Experience: Minimum of 5 years in a technical desktop support role, with at least 12 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 Bachelors 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. Preferred skills Desktop Support Team Lead, Desktop Support Team Lead, large-scale enterprise environment