Senior Desktop Support Technician - GRR Airport

About the Job

As an Airport Team Lead, you will provide leadership and work alongside the onsite service desk engineering staff to provide efficient and effective technical support to airport personnel. This role involves delivering a high standard of IT service to corporate users, especially VIP users, managing major incidents, driving third‑party technical resolution, and ensuring the delivery of high‑quality service.

• Team Leadership
  :
  Lead, mentor, and train a team of service desk engineers onsite/offsite to foster a collaborative and high‑performing work environment. Conduct performance evaluations, set goals, and provide constructive feedback.
• Incident & Request Management
  :
  Log and prioritize incidents, ensure accurate documentation, and escalates complex issues to the appropriate IT support teams or third‑party vendors. Communicate incident status and resolution timelines to users.
• Major Incident Management
  :
  Lead major incident handling and deliver root cause analysis reports. Install, configure, and troubleshoot software applications used by airport personnel.
• Customer Relationship Management
  :
  Build and maintain positive relationships with airport stakeholders, departments, and end‑users. Act as the point of contact for escalations and collaborate with other IT teams to resolve complex issues.
• Training & Development
  :
  Facilitate regular training sessions to keep the team updated on new technologies, procedures, and tools. Foster a culture of knowledge sharing.
• Airport Signatory
  :
  Support the badging process, ensuring all engineers are badged and have correct door access. Serve as a point of contact for the airport badging office and CBP officers for custom seals.
• Roster Management
  :
  Manage roster assignments, ensure monthly distribution, and track sickness and PTO leave.
• Shift Schedule
  :
  Work a rotational schedule: 5 days on & 2 off, Tuesday to Saturday, between 04:00 am–01:00 pm and 08:00 am–05:00 pm.
• Other duties assigned as needed.

• 2+ years of experience in comprehensive helpdesk/desktop support and field services.
• Proven track record in IT infrastructure support, including multiple operating systems, networking, and printing services.
• Experience managing onboarding and offboarding processes for desktops, laptops, tablets, and mobile devices.
• Strong knowledge of Microsoft Windows 7/10, Office Suite, and other desktop software.
• Self‑motivated, adaptable, and eager to learn new challenges.
• Excellent verbal and written communication skills.
• Preferred:
  Prior experience in the airport/airline industry.

• Able to lift or push 20–50 pounds of equipment as needed.
• Able to stand or kneel for extended periods.
• Able to use mechanical tools.

Motivated to develop your career in an IT airport group, supported by a strong learning and development culture, and passionate about delivering service excellence and exploring a variety of end‑user environments.

Unlimited access to professional and personal training to help you develop your career. Guidance on specific technologies and client‑environment training, along with recommended learning journeys tailored to career goals or objectives.

We are unconditionally inclusive in the way we work and celebrate individual uniqueness, valuing diverse backgrounds.

Competitive range based on suitability or experience.

• Medical/Dental Insurance (including PPO)
• PTO time
• Commission (Monthly/Quarterly)

ESP Global Services has been providing customized 24/7 global IT support solutions since 1992. We offer day‑to‑day support via on‑site or visiting engineers and multilingual service desk coordination, managing over 1,000 tickets a day for more than 200 customers across multiple international locations.

Our focus on customer‑centric, targeted, and tailored IT support solutions makes us an ideal partner for the fast‑paced aviation industry.

We uphold the highest standards of ethics, compliance, and security, and are fully ITIL‑aligned and ISO‑accredited for various standards.

ESP Global Services is an Equal Opportunity / Affidavit Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.