Desktop Support Team Lead

Key Responsibilities

Team Leadership & Operations

• Daily Triage & Escalation: Serve as the primary escalation point for Level 2
  technicians; monitor queue health and coordinate the triage of high-priority
  clinical and administrative incidents
• Performance Management: Mentor a team of Desktop Support technicians,
  conducting regular 1-on-1s, technical skill assessments, and providing guidance
  on professional development
• Contingency & Incident Management: Assist in executing desktop support
  contingency and business continuity plans during critical platform or
  infrastructure downtime
• Runbook Standardization: Standardize, update, and maintain technical
  runbooks and operational documentation for Level 2 teams to ensure consistent
  troubleshooting.

Technical & Endpoint Security Oversight

• Endpoint Management: Manage corporate and clinical hardware lifecycles,
  ensuring proper deployment, tracking, and compliance of Windows and macOS
  devices across the hospital network
• Security Compliance: Oversee endpoint security configurations, including disk
  encryption (BitLocker), endpoint protection clients, and corporate mobile device
  management (MDM) policies
• Process Improvement: Conduct Root Cause Analysis (RCA) for recurring
  desktop support failures or procedural gaps to continuously optimize hardware
  delivery and technical workflows

Qualifications & Skills - Required Experience & Education

• Experience: Minimum of 5 years in a technical desktop support role, with at least
  1–2 years of experience in a team lead, supervisory, or senior escalation
  capacity
• Industry Environment: Proven experience working within a large-scale
  enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7
  environments preferred)
• Education: Associate or Bachelor’s degree in Computer Science, Information
  Technology, or equivalent professional experience.

Technical Proficiencies

• ITSM & Tools: Advanced proficiency with modern IT Service Management
  (ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and
  operational reporting
• OS & Deployment: Strong expertise in Windows 10/11 enterprise administration
  and experience deploying/managing macOS environments within a corporate
  network
• Security & Utilities: Familiarity with enterprise endpoint security suites, active
  directory administration, and disk encryption recovery workflows.
  Data & Reporting: Experience utilizing data analysis tools (such as Excel or
  Power Query) to review incident data, track team metrics, and identify volume
  trends.

Soft Skills & Certifications

• Certifications: ITIL v3 or v4 Foundations certification is highly desirable.
  CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
  Communication: Exceptional communication skills with the ability to maintain
  composure and professional empathy under pressure in a fast-paced clinical
  setting.
  Problem Solving: Strong analytical skills focused on structured troubleshooting
  and operational accountability.