Desktop Support Lead

· Leadership & Oversight

Lead and mentor a team of 2-3 desktop support professionals, providing guidance, prioritization, and technical escalation support.

Set high standards for service delivery, ensuring consistent, professional, and prompt resolution of all desktop and executive support requests.

Partner with IT management to identify process improvements and implement best practices across the support organization.

Executive Support

Deliver white-glove technical support to C-level executives, their chiefs of staff, and executive assistants.

Proactively identify potential issues on the executive floor and implement solutions before they impact productivity.

Build trusted relationships with executives by understanding their unique working styles, anticipating their technology needs, and communicating with professionalism and discretion.

Provide on-site, in-office presence to ensure immediate response to executive issues, including AV setups, mobile connectivity, or device troubleshooting.

Technical Support & Troubleshooting

Install, configure, and maintain desktops, laptops, peripherals, and mobile devices (including iPhones and iPads).

Troubleshoot hardware, software, and networking issues (Windows 10/11, O365, Teams, Zoom, VPN, etc.).

Manage incidents in the Cherwell ticketing system, ensuring thorough documentation and timely resolution.

Support AV technology for executive meetings, both in-person and remote.

Collaborate with Network, Infrastructure, and Security teams on cross-functional issues impacting end users.

Continuous Improvement

Maintain a knowledge base of troubleshooting guides, FAQs, and best practices.

Recommend technology enhancements or process improvements to improve the executive experience.

Track recurring issues and coordinate root cause analysis with relevant teams.

Bachelor’s degree in IT, Computer Science, or related field preferred (equivalent experience considered).

Minimum 5 years of experience supporting C-suite or executive-level users in a corporate environment.

Proven team lead or supervisory experience, with the ability to manage workload and mentor staff while remaining hands-on.

Strong proficiency in Windows 10/11, Microsoft 365 suite, Teams, Zoom, and mobile device management (MDM).

Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).

Demonstrated experience in proactive issue resolution and solution delivery for executive environments.

Excellent interpersonal, verbal, and written communication skills-able to translate technical concepts into clear, user-friendly language.

High emotional intelligence, professionalism, and discretion in all interactions.

Relevant certifications such as CompTIA A+, Microsoft Certified Professional, or Apple Certified Support Professional are a plus., * How many years of experience do you have providing direct IT support to C-level executives or VIP users?

$35 - $40 an hour - Contract