Company Overview
[$COMPANY_OVERVIEW]
Role Overview
We are looking for a highly skilled Desktop Support Lead to join our dynamic IT team at [$COMPANY_NAME]. In this pivotal role, you will be responsible for leading a team of desktop support technicians, ensuring top-tier technical support for our internal users. You will architect solutions for efficient desktop management, drive incident resolution processes, and foster a culture of excellent customer service.
Responsibilities
- Lead and mentor a team of desktop support technicians, providing guidance on technical issues and fostering professional development.
- Architect and implement processes for efficient incident management, ensuring timely resolution of hardware and software issues.
- Collaborate with cross-functional teams to deploy and maintain desktop environments, including operating system images, software installations, and upgrades.
- Oversee the troubleshooting and resolution of complex technical issues, utilizing tools such as Active Directory, SCCM, and remote support software.
- Develop and maintain documentation for support processes, knowledge bases, and technical standards.
- Participate in the evaluation and selection of new technologies and tools to enhance desktop support operations.
Required and Preferred Qualifications
Required:
- 5+ years of experience in desktop support or technical support roles, with a focus on team leadership.
- Proven experience with Windows and Mac operating systems, including troubleshooting and configuration.
- Strong knowledge of networking concepts, Active Directory, and server-client architecture.
- Exceptional problem-solving skills and the ability to work under pressure.
Preferred:
- Experience with ITIL framework and service management practices.
- Familiarity with mobile device management (MDM) solutions.
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
Technical Skills and Relevant Technologies
- Deep expertise in Windows, macOS, and Linux desktop environments.
- Experience using ticketing systems like ServiceNow or JIRA for incident tracking and management.
- Proficiency in remote support tools and techniques, including TeamViewer, LogMeIn, or similar software.
Soft Skills and Cultural Fit
- Strong interpersonal skills with the ability to communicate technical information clearly to non-technical users.
- A customer-centric mindset with a passion for delivering exceptional user support.
- Proactive approach to problem-solving and the ability to adapt to changing environments.
- Demonstrated leadership abilities, including the capacity to inspire and motivate team members.
Benefits and Perks
We offer a competitive salary within the range of [$SALARY_RANGE], along with an attractive benefits package that may include:
- Comprehensive health, dental, and vision insurance.
- 401(k) with company matching.
- Generous paid time off and sick leave policies.
- Opportunities for professional development and training.
- Flexible work hours with hybrid work arrangements.
Equal Opportunity Statement
[$COMPANY_NAME] is committed to diversity and inclusion in the workplace. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Location
This is a hybrid position, requiring successful candidates to work from the office at least 3 days a week at [$COMPANY_LOCATION].