Level III, Desktop Support Technician

The ProSource Group is partnering with a leading global enterprise in Marlborough, MA, to identify an exceptional Executive Desktop Support Services Lead for a direct, full-time position.

This is a high-visibility opportunity for a seasoned IT professional who combines advanced technical troubleshooting capabilities with outstanding customer service, executive presence, and a commitment to delivering an exceptional end-user experience.

The Executive Desktop Support Services Lead serves as the highest-level individual contributor within the Desktop Support Services organization, providing white-glove technology support to the company’s Executive Team, Executive Assistants, and other designated executive stakeholders.

The ideal candidate is a technically accomplished problem-solver who thrives in a fast-paced, high-expectation environment. They understand the importance of minimizing technology disruptions for senior leaders, anticipating potential issues before they occur, and resolving complex technical challenges with urgency, discretion, and professionalism.

In addition to providing hands-on executive support, this individual serves as a senior escalation point for User Services, leads the resolution of complex incidents, supports critical meetings and executive events, and provides technical guidance and mentorship to other support team members., Executive Support & White-Glove Customer Service

• Deliver exceptional, personalized technology support to the CEO, Executive Leadership Team, Executive Assistants, and other designated VIP stakeholders.
• Serve as a trusted technology partner to executive users, providing responsive, proactive, and discreet support tailored to their business needs and working styles.
• Provide hands-on support for executive workstations, laptops, mobile devices, peripherals, applications, connectivity, and collaboration tools.
• Anticipate technology needs, identify potential issues before they affect productivity, and take proactive measures to minimize business disruption.
• Communicate clearly and professionally with executive stakeholders, translating complex technical issues into understandable terms without unnecessary technical jargon.
• Maintain composure, professionalism, and sound judgment when responding to urgent requests, competing priorities, and high-pressure situations.
• Provide onsite and remote support, with occasional after-hours and weekend availability as business needs require.
• Travel as needed to support executive users, business-critical activities, and key company initiatives.
• Handle sensitive information and executive technology matters with the highest levels of confidentiality and discretion.

Advanced Technical Support & Troubleshooting

• Act as the highest level of technical escalation within User Services for complex endpoint, application, mobility, collaboration, connectivity, and access-related incidents.
• Independently diagnose, troubleshoot, and resolve sophisticated technical problems involving hardware, operating systems, enterprise applications, endpoint configurations, and integrated workplace technologies.
• Perform root cause analysis, identify recurring issues, and implement sustainable solutions that reduce repeat incidents and improve the executive technology experience.
• Troubleshoot endpoint performance, operating system failures, application conflicts, device configuration issues, authentication problems, network connectivity, VPN access, and peripheral integration.
• Partner with Infrastructure, Engineering, Security, Networking, Telecommunications, and third-party vendors to resolve issues requiring specialized expertise.
• Support and troubleshoot enterprise technologies, including:

Microsoft 365 & Modern Workplace

• Microsoft 365, Teams, Exchange Online, Outlook, OneDrive, and SharePoint
• Windows endpoint integration with Microsoft enterprise services and productivity applications

Endpoint & Device Technologies

• Windows 10/11 laptops, desktops, workstations, peripherals, and mobile devices
• Apple technologies, including macOS, iPhone, and iPad
• Endpoint configuration, device management, software deployment, patching, and endpoint security

Executive Collaboration & Audiovisual Technologies

• Microsoft Teams Rooms, Neat, Crestron, Poly, Zoom, and related collaboration platforms
• Executive conference rooms, boardrooms, video conferencing, microphones, cameras, displays, and presentation systems
• Meeting connectivity, audio/video quality, screen sharing, and presentation reliability

Enterprise Access & Connectivity

• Citrix, Virtual Desktop Infrastructure (VDI), VPN, multifactor authentication (MFA), and single sign-on (SSO)
• Identity and access management, Conditional Access, endpoint security, and remote access solutions
• Network troubleshooting involving Wi-Fi, wired connectivity, DNS, and related connectivity services

Executive Meetings & Business-Critical Events

• Provide proactive technology preparation and hands-on support for executive meetings, board meetings, town halls, leadership events, and other high-profile business activities.
• Validate conference room technology, presentation equipment, collaboration applications, and connectivity in advance of critical meetings.
• Remain available to troubleshoot and resolve technical issues quickly during live meetings and executive presentations.
• Coordinate with meeting organizers, Executive Assistants, and relevant technical teams to ensure a seamless, reliable technology experience.
• Respond discreetly and effectively to unexpected technical problems without unnecessarily disrupting meetings or drawing attention to technical difficulties.

Service Delivery, Incident Management & Technical Leadership

• Manage incidents and service requests through ServiceNow, ensuring accurate documentation, appropriate prioritization, timely resolution, and clear stakeholder communication.
• Maintain high standards for incident ownership, escalation management, knowledge documentation, and service delivery.
• Provide regular updates to executive stakeholders and relevant support teams, setting realistic expectations and maintaining accountability through resolution.
• Mentor and coach User Services technicians, sharing technical knowledge, troubleshooting methodologies, and best practices for executive-level customer service.
• Lead complex escalations and collaborate across IT teams to ensure effective problem resolution and continuous service improvement.
• Participate in workstation refreshes, endpoint management initiatives, technology implementations, process improvements, and strategic User Services projects.
• Identify opportunities to improve support processes, strengthen technical standards, and enhance the reliability and usability of enterprise workplace technologies.

Success in this role requires a combination of deep technical expertise, sound judgment, excellent communication skills, and the ability to build trusted relationships with senior business leaders., * 10+ years of experience in enterprise IT support, desktop engineering, endpoint management, or User Services.

• 5+ years of direct experience supporting executives, VIP users, senior leadership, or board-level stakeholders.
• Expert-level troubleshooting skills across Windows endpoints, Microsoft 365, enterprise applications, collaboration technologies, and mobile devices.
• Demonstrated experience providing high-touch, executive-level technical support in a demanding corporate environment.
• Hands-on experience supporting conference room audiovisual systems and video conferencing technologies.
• Strong understanding of identity and access management, authentication, networking, endpoint security, and remote access technologies.
• Proven ability to independently diagnose complex technical issues, determine appropriate solutions, and drive incidents through resolution.
• Exceptional customer service, interpersonal, written, and verbal communication skills.
• Strong executive presence, professionalism, discretion, and the ability to establish credibility with senior business stakeholders.
• Demonstrated ability to anticipate user needs, manage competing priorities, and remain calm and effective under pressure.
• A strong sense of ownership, accountability, urgency, and attention to detail.
• Ability to collaborate effectively with cross-functional IT teams while maintaining a high degree of independence.
• Willingness and ability to work onsite in Marlborough, MA, five days per week, and provide occasional after-hours or weekend support is required.

Preferred Qualifications

• Hands-on experience with Microsoft Intune, Windows Autopilot, Entra ID, and modern endpoint management practices.
• Experience supporting Microsoft Teams Rooms, Neat, Crestron, Poly, and enterprise audiovisual environments.
• Experience supporting macOS, Apple Business Manager, iOS/iPadOS, and mobile device management platforms.
• Familiarity with Citrix, VDI, endpoint security, Conditional Access, and Zero Trust security principles.
• Experience supporting Microsoft Copilot and other enterprise productivity tools.
• Experience working in a large, complex, or regulated enterprise environment.
• Familiarity with ITIL practices, ServiceNow, incident management, problem management, and knowledge management.
• Relevant certifications, such as Microsoft 365, Microsoft Endpoint Administrator, ITIL, CompTIA A+, Network+, Security+, or Apple Device Support certifications.

Additional Requirements

• Must be willing and able to complete the client’s pre-employment background check and drug screening.
• Must be able to work onsite in Marlborough, MA, five days per week.
• Must be available for occasional after-hours or weekend support and travel as business needs require.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance