Job Description

Job Title: Lead Desktop Support


Location: Atlanta, GA / Windsor, CT / Charleston, SC / San Diego, CA (Onsite)


Job Type: Contract



Job Summary

The Lead Desktop Support professional oversees the daily operations of the desktop support team, ensuring timely and effective technical support for end users. This role combines hands-on technical expertise with leadership responsibilities, including mentoring staff, managing escalations, and coordinating with other IT teams to maintain a high level of service.

Key Responsibilities

• Lead, mentor, and supervise desktop support technicians
• Serve as the primary escalation point for complex technical issues
• Provide advanced troubleshooting for hardware, software, network, and peripheral issues
• Ensure compliance with IT policies, security standards, and best practices
• Coordinate incident, request, and problem management activities
• Monitor service desk performance and ensure SLAs are met
• Maintain accurate documentation, procedures, and knowledge base articles
• Assist with on boarding/off boarding, including system access and equipment setup
• Collaborate with infrastructure, security, and application teams
• Manage asset inventory and lifecycle of end-user devices
• Participate in system upgrades, rollouts, and IT projects

Required Qualifications

• Bachelor's degree in Information Technology or equivalent experience
• 5+ years of desktop/end-user support experience
• 1 2 years of team leadership or senior support experience
• Strong knowledge of Windows and/or macOS environments
• Experience with Active Directory, Microsoft 365, and endpoint management tools
• Proficiency in troubleshooting hardware, software, and network connectivity issues

Preferred Qualifications

• ITIL Foundation certification
• CompTIA A+, Network+, or Microsoft certifications
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Knowledge of endpoint security and device management (Intune, SCCM, Jamf)

Skills & Competencies

• Strong leadership and communication skills
• Excellent problem-solving and analytical abilities
• Customer-focused mindset
• Ability to prioritize and manage multiple tasks
• Documentation and process improvement skills

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