IT Service Desk & Endpoint Engineering Lead

Are you mission-driven and passionate about helping others succeed? Do you strive to lead, follow, and act with integrity? Are you the one who honors your commitments? Is building trusting relationships an integral part of why you do what you do? Do you push limits and challenge the status quo?

If you answered YES, keep reading to discover how you can significantly contribute to Team USA’s success!

Here’s a summary of responsibilities: The IT Service Desk & Endpoint Engineering Lead serves as a senior engineering authority and strategic escalation leader within the USOPC IT organization. This role operates at the intersection of frontline support operations and endpoint engineering, infrastructure, and security teams, ensuring the stability, resiliency, and optimized performance of enterprise technologies. Operating with a high degree of trusted autonomy and technical accountability, this senior role provides expert-level engineering and technical leadership on complex, high-impact projects, establishes robust technical standards, and ensures service operations are aligned with ITIL v4 best practices and broader organizational objectives.

As a recognized subject matter expert and technical leader, the IT Service Desk & Endpoint Engineering Lead demonstrates advanced technical depth, systems-level thinking, and highly disciplined engineering judgment, while leading escalations that require cross-functional coordination root-cause resolution. The role acts as a trusted technical partner to Service Desk leadership, contributing to team strategy through engineering insight, service design and quality improvements, and escalation governance. In addition, this position plays a critical leadership role in elevating technical maturity across the Service Desk through mentorship of junior and mid-level analysts, fostering a culture of continuous improvement, strengthening IT processes, and championing a consistently high-quality customer experience across the USOPC organization

Here’s how you’ll have an impact: Strategic & Technical Leadership

• Partner with Service Desk Leadership: Act as senior engineering advisor to Service Desk leadership, contributing engineering perspective to operational planning and service evolution. Influence team performance and operational maturity through technical judgment, standards alignment, and data-driven recommendations.
• Advanced Escalation Ownership & Resolution: Serve as the primary owner for the move complex, high-impact incidents, leading deep, methodical investigations across endpoints, enterprise applications, identity services, and network systems.
• Subject Matter Expertise & Technical Standards Leadership: Function as a recognized technical authority across Microsoft 365 administration, licensing and identity governance, endpoint tooling, and service desk platform operations. Define, document, and promote technical standards, workflows, and best practices that improve reliability, scalability, and operational consistency across IT.
• Cross-Functional Collaboration: Partner closely with Infrastructure, Cybersecurity, and Engineering teams to resolve multi-layered technical challenges, validate root cause findings, and provide expert input into architectural decisions. Translate operational insight into actionable recommendations that support long-term platform durability, risk reduction, and service maturity.

Operational Excellence

• Mentorship and Training: Coach and mentor junior technicians, elevating the department’s technical capability through structured knowledge sharing and training.
• Root Cause Analysis: Lead rigorous root cause investigations into recurring operational issues, recommending and implementing preventive measures that improve enterprise system reliability.
• Knowledge Management: Develop, maintain, and formalize documentation, ensuring that critical learnings and complex solutions are captured for future use.
• Communication & Executive-Level Presentation: Deliver clear, audience-appropriate communication to users, peers, and leadership. Provide concise updates on escalations, risks, and technical decisions.
• Continual Improvement: Evaluate emerging technologies and service desk tools; propose improvements that enhance operational efficiency, security posture, and overall support quality.
• Other Duties as Assigned: Contribute to various enterprise initiatives, special projects, and strategic organizational goals as needed.

Do you have a valid Driver’s License license?, Do you have experience in macOS?, * Bachelor’s degree in a technical field (e.g., Computer Science, Information Technology, Engineering) or equivalent professional experience.

• Licensure & Certification: Relevant industry certifications such as ITIL, CompTIA A+, MCSE, CCNA, or equivalent highly desired.
• Valid U.S. driver’s license with acceptable driving record.
• 5-7 years in advanced desktop or technical support roles with a demonstrated ability to manage complex, high-visibility technical incidents.
• 5+ years with Microsoft Office and Windows OS.
• 2-4 years supporting Outlook/Exchange environments.
• 2+ years with macOS.
• 3+ years with mobile device management platforms.
• 2-4 years working with network architecture fundamentals.
• 2+ years supporting medium-large-scale projects.
• Mastery in at least one advanced technical domain (e.g., application/web development, systems engineering, or network infrastructure).
• Broad in-depth knowledge of enterprise systems, applications, and technologies, with the ability to diagnose and resolve complex cross-platform issues.
• Expert-level diagnostic and troubleshooting capabilities across systems, applications, and networks.
• Proficiency analyzing system logs, network traffic, and error messages to identify root causes.
• Strong technical fluency across multiple operating systems (Windows, Linux, macOS).
• Advanced knowledge of enterprise software, databases, web applications, and integrations.
• Deep understanding of networking fundamentals (IP addressing, DNS, VPNs, routing, firewalls).
• Ability to develop, refine, and implement enterprise support workflows and processes.
• Familiarity with ITIL v4 practices across Incident, Problem, Change, and Request Management.
• Strong communication skills-capable of translating complex technical concepts for audiences at all levels.
• Proven experience presenting to teams, cross-functional groups, or leadership.
• High emotional intelligence with the ability to maintain professionalism during high-pressure escalations.
• Advanced organizational skills to manage competing priorities and large strategic initiatives.
• Expertise in queue management and prioritization of mission-critical tasks.

Here are the tools, equipment, & conditions:

• Telephone
• Desktop and Notebook Computers
• Office environment, multi-level buildings in local and remote sites
• Lift and move up to approximately 50lbs
• Extensive use of fingers/hands
• Ability to travel domestically and internationally for extended periods
• Ability to share after-hours on call duties with other Technicians
• Regular attendance at work is an essential job function

• Hiring pay range $70,000 - $75,000 per year.
• This Full-Time, Exempt position is intended to work 40 hours per week.
• Bonus: This position will be eligible for the Annual Incentive Award Program, which has a 10% target. The USOPC may change or eliminate this program at any time at its sole discretion.
• Benefits: This position will be eligible for USOPC benefits. You can view a summary here.