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# Desktop Support Team Lead

- **Company:** Addison Group
- **Location:** Oklahoma City, OK, United States
- **Experience:** Expert
- **Salary:** $65,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, JIRA, Desktop Environments, Issue Tracking Systems, IT Management, Microsoft Office, Microsoft Visio, Peripherals, Documentation System, Servicenow, ManageEngine
- **Published:** September 27, 2026
- **Apply:** https://www.juju.com/job/16_45bc52542

## About the Role

* 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

## Description

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


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