Desktop Support Team Lead

Desktop Support Team Lead

Our client is seeking an experienced Desktop Support Lead to oversee the daily operations of a high-performing Desktop Support team while serving as the primary escalation point for advanced technical issues. This position combines hands-on technical expertise with leadership, mentorship, and process improvement. The ideal candidate enjoys coaching technical teams, optimizing service desk operations, and driving continuous improvement without direct HR responsibilities.

• Lead, mentor, and provide daily guidance to a team of Desktop Support professionals

• Serve as the primary escalation point for complex desktop and end-user support issues

• Monitor ticket queues and ensure work is prioritized to meet service level expectations

• Balance team workloads and improve operational efficiency across support functions

• Identify process bottlenecks and recommend workflow improvements

• Collaborate with infrastructure and engineering teams to resolve complex technical issues

• Coordinate desktop deployments, system upgrades, patches, and hardware refreshes

• Develop and maintain support documentation, knowledge base articles, and standard operating procedures

• Utilize Visio and other documentation tools to map workflows and improve support processes

• Track team performance metrics and communicate recommendations to IT leadership

• Participate in technology initiatives and service improvement projects while providing advanced end-user support as needed

• 5+ years of Desktop Support or Service Desk experience

• 2+ years of experience leading or mentoring technical support teams

• Strong experience troubleshooting Windows desktop environments, hardware, peripherals, and Microsoft Office applications

• Experience serving as an escalation resource for Tier II and Tier III support issues

• Knowledge of ITIL principles, service desk operations, and SLA management

• Experience with ticketing systems such as Manage Engine, Service Now, Jira, or similar platforms

• Experience creating workflows, process documentation, and Visio diagrams preferred

• Strong organizational, communication, and customer service skills

• Natural leader who enjoys mentoring and developing technical teams

• Strong technical troubleshooting and problem-solving abilities

• Process-oriented with a passion for improving service desk operations

• Comfortable balancing multiple priorities in a fast-paced environment

• Excellent communication skills with both technical and non-technical users

• Collaborative team player who builds positive relationships across IT departments

• Self-motivated with a continuous improvement mindset

• Valid driver's license required with the ability to operate a company vehicle for business purposes when needed

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.