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# Desktop Support Lead

- **Company:** LTM Inc
- **Location:** Greensboro, NC, United States
- **Experience:** Expert
- **Salary:** $52,190.0 - $65,000.0
- **Contract:** Internship / Graduate position
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, JIRA, Microsoft Outlook, Knowledge Management, Microsoft Visio, Windows Servers, Networking Basics, Microsoft PowerPoint, Office365, Servicenow, ManageEngine, Vmware
- **Published:** July 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7ba256abe4e224ed

## About the Role

* Sound knowledge of ITIL Methodologies best practices
 * Good working knowledge of MSWord Excel PowerPoint and Outlook Visio etc
 * Technical knowledge of Windows OS various versions O365 Active Directory Citric VMWare basic Networking knowledge
 * Hands on experience of working on ITSM tools like ManageEngine ServiceNow BMC Remedy etc
 * Excellent customer handling skills fluent in written and verbal communication
 * Excellent training coaching and mentoring skills
 * Ability to communicate at all levels across the business
 * Quick learner and understand the nitty-gritties of a complex working structure
 * Good interpersonal skills time management and metrics management
 * Ability to multitask and work under pressure in a high paced and changing environment
 * Ability to identify process gaps and suggest improvements

Skills

Mandatory Skills : Servicedesk, Windows Server
Good to Have Skills : Jira Service Desk

## Description

* Publishing team stats to the engineers regularly and ensuring timely feedback is given
 * Client interaction for process improvement suggestion weekly meetings discussions etc
 * Scrub data for variance positive or negative in SLAKPI and other metrics
 * Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved
 * Conduct regular team huddles and share important information with respect to process procedures
 * Coordinate with the PM to assign duties tasks for short term project activities ensuring timely completion and capturing specific observations
 * Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase Also participating in reviewing existing KBs for updates changes
 * Other organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etc
 * Team rewards and recognition appreciation to keep existing engineers motivated
 * Tracking SLAKPI backlog etc to ensure these are green and in control
 * Robust knowledge on service desk reporting on service now ticketing tool
 * Hands on experience working and creation of dashboards in service now


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