Sr Desktop Support Engineer

Position:
Desktop Support Team Lead/ Level 2 Technical Support

Location:

Boston, MA(Onsite)02111 The Desktop Support Team Lead oversees the daily operations of the Level 2 technical support team within an enterprise healthcare IT environment. Supporting approximately 8,000 hybrid (onsite and remote) healthcare end users, this role balances hands-on technical escalation management with personnel leadership. The Team Lead ensures that hospital staff—including clinicians, administrators, and support personnel—receive seamless, timely, and ITIL-aligned technical support to maintain uninterrupted patient care and operational workflows.

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 life cycles, ensuring proper deployment, tracking, and compliance of Windows and macOS devices across the hospital network. Security Compliance:
Oversee endpoint security configurations, including disk encryption (Bit Locker), 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., Service Now) 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.