Desktop Support Team Lead

Our client is seeking an experienced Desktop Support Lead to oversee the daily operations of a high-performing Desktop Support team while serving as the primary escalation point for advanced technical issues. This position combines hands-on technical expertise with leadership, mentorship, and process improvement. The ideal candidate enjoys coaching technical teams, optimizing service desk operations, and driving continuous improvement without direct HR responsibilities., * Lead, mentor, and provide daily guidance to a team of Desktop Support professionals

• Serve as the primary escalation point for complex desktop and end-user support issues

• Monitor ticket queues and ensure work is prioritized to meet service level expectations

• Balance team workloads and improve operational efficiency across support functions

• Identify process bottlenecks and recommend workflow improvements

• Collaborate with infrastructure and engineering teams to resolve complex technical issues

• Coordinate desktop deployments, system upgrades, patches, and hardware refreshes

• Develop and maintain support documentation, knowledge base articles, and standard operating procedures

• Utilize Visio and other documentation tools to map workflows and improve support processes

• Track team performance metrics and communicate recommendations to IT leadership

• Participate in technology initiatives and service improvement projects while providing advanced end-user support as needed

• 5+ years of Desktop Support or Service Desk experience

• 2+ years of experience leading or mentoring technical support teams

• Strong experience troubleshooting Windows desktop environments, hardware, peripherals, and Microsoft Office applications

• Experience serving as an escalation resource for Tier II and Tier III support issues

• Knowledge of ITIL principles, service desk operations, and SLA management

• Experience with ticketing systems such as ManageEngine, ServiceNow, Jira, or similar platforms

• Experience creating workflows, process documentation, and Visio diagrams preferred

• Strong organizational, communication, and customer service skills

Ideal Candidate Profile:

• Natural leader who enjoys mentoring and developing technical teams

• Strong technical troubleshooting and problem-solving abilities

• Process-oriented with a passion for improving service desk operations

• Comfortable balancing multiple priorities in a fast-paced environment

• Excellent communication skills with both technical and non-technical users

• Collaborative team player who builds positive relationships across IT departments

• Self-motivated with a continuous improvement mindset

• Valid driver’s license required with the ability to operate a company vehicle for business purposes when needed