Lead Technician, Desktop Services

Software Guidance & Assistance, Inc., (SGA), is searching for a Lead Technician, Desktop Services for a contract assignment with one of our premier Hospitality Services clients in Orlando, FL .
Responsibilities :
At the firm, technology is a critical enabler of our associates' success. We are seeking a highly motivated Lead, Desktop Services to serve as a senior technical leader responsible for the deployment, support, and lifecycle management of end-user technologies across the enterprise.
This role is ideal for a self-driven technology professional who thrives in a fast-paced environment, takes ownership of outcomes, and can effectively coordinate operational activities, projects, and technical resources. As a trusted escalation point and technical lead, you will help ensure our associates receive world-class support while driving continuous improvement across our workplace technology environment.
This position aligns with the organization's Desktop Services leadership model and reports within Workspace & Client Services.

• Lead Endpoint Deployments and Technology Refreshes
  • Oversee the deployment, configuration, and support of laptops, desktops, printers, mobile devices, and workplace technology solutions.
  • Coordinate enterprise hardware refreshes, office openings, relocations, and technology rollouts.
  • Ensure all endpoint deployments meet security, compliance, and operational standards.
  • Partner with vendors and internal technology teams to deliver successful technology implementations.
• Drive Operational Excellence
  • Coordinate daily Desktop Services activities, ensuring timely completion of incidents, service requests, and project deliverables.
  • Prioritize workloads across multiple initiatives while maintaining service-level commitments.
  • Act as the primary escalation point for complex desktop, printing, and endpoint-related issues.
  • Monitor operational performance and identify opportunities for service improvement.
• Provide Technical Leadership
  • Lead troubleshooting efforts for critical incidents and high-impact business issues.
  • Collaborate with Infrastructure, Security, Networking, Service Desk, and business stakeholders to deliver integrated technology solutions.
• Champion Continuous Improvement
  • Develop and maintain technical documentation, standards, and knowledge articles.
  • Analyze recurring issues and implement proactive solutions to prevent future incidents.
  • Support strategic initiatives that modernize and enhance workplace technology services.
• Lead, Desktop Services
• Workspace & Client Services
• Shape the Associate Technology Experience

Required Skills :

• 5+ years of experience supporting enterprise desktop and workplace technologies.
• Demonstrated experience deploying and supporting:
  • Windows operating systems
  • Laptops and desktop computers
  • Enterprise printing solutions
  • Mobile devices
  • Microsoft 365 technologies
  • Endpoint management platforms such as Intune, MECM/SCCM, Workspace ONE, or similar solutions
• Proven ability to independently manage multiple priorities and deliver results with minimal supervision.
• Strong experience coordinating technical activities, projects, and operational support efforts.
• Exceptional troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Successful candidates will demonstrate:
  • Ownership and accountability for results.
  • The ability to operate independently and make sound decisions.
  • Strong coordination and organizational skills.
  • A customer-first mindset.
  • Technical depth across endpoint technologies.
  • The ability to influence outcomes through collaboration and leadership.
  • A passion for continuous improvement and operational excellence.

Preferred Skills :

• Experience leading enterprise endpoint refresh or deployment programs.
• ITIL Foundation certification.
• Microsoft endpoint management or workplace technology certifications.
• Experience with ServiceNow or similar IT service management platforms.

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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.