Desktop Support Lead

Role: Desktop Support Lead

Location: Friday Harbor, WA

Duration:12+ Months

Job Summary

The Field Services & Workplace Desktop / Windows Lead is responsible for leading onsite and remote end user computing services, ensuring high quality delivery of desktop, workplace, and field support. This role combines technical expertise, operations management, and team leadership to deliver seamless IT services and enhance end user experience across locations.

Key Responsibilities

• Lead field services operations across office locations
• Ensure efficient delivery of desktop support, workplace IT services, and VIP support
• Manage onsite and remote support teams, including vendors
• Define and implement workplace IT service standards
• Oversee support for Windows 10 / Windows 11 environments, Microsoft 365 and enterprise applications
• Ensure smooth functioning of desktops, laptops, printers, and peripherals
• Drive OS upgrades, patching, and system standardization
• Manage tools such as Microsoft Intune / SCCM / Endpoint Manager / Active Directory / Azure AD
• Oversee device provisioning, imaging, patching, and compliance
• Drive automation initiatives to reduce manual intervention
• Ensure adherence to SLA, KPI, and service quality standards
• Manage incident, service request, problem, and change processes
• Use ITSM tools (ServiceNow, Remedy, etc.) for tracking and reporting
• Conduct regular service reviews and reporting
• Lead, mentor, and develop a team of desktop engineers and field support staff
• Manage staffing, shift planning, and workload distribution
• Conduct performance reviews, training, and capability building
• Oversee procurement, deployment, tracking, and disposal of IT assets
• Ensure accurate asset inventory and compliance
• Manage vendor relationships for hardware support and maintenance
• Provide oversight for basic network support LAN / Wi Fi issues, VPN connectivity, Meeting room / collaboration tools
• Ensure workplace readiness (conference rooms, AV setups, digital workplace tools)
• Enforce Endpoint security policies (AV, encryption, patch compliance)
• Support audits and compliance initiatives
• Ensure adherence to enterprise security and data protection standards
• Act as primary contact for business stakeholders on workplace IT issues
• Manage escalations and critical incidents effectively
• Deliver regular operations reports and improvement plans
• Drive workplace transformation initiatives (modern workplace, mobility, VDI)
• Implement process improvements and automation
• Enhance user experience and reduce ticket volumes
• Conduct training and technical sessions for teams.

Required Skills

• Strong experience in PowerShell Scripting and Azure AD identify synchronization.
• Strong understanding of DNS, DHCP, Kerberos, NTLM
• Strong Experience in Windows OS, M365, Azure AD, Intune, SCCM
• Knowledge of Citrix VDI
• Understanding of network basis and IT infrastructure

Preferred Skills

• Exposure to Cloud Security and Zero Trust Architecture and DevOps tools
• Exposure to Agile/DevOps
• Experience in SLA, KPI, and service reporting
• Strong leadership and team management skills