Desktop Support Lead

Our client is seeking a Desktop Support Supervisor to lead a team of Desktop Support Technicians in delivering high-quality, timely, and professional technical support across the organization. This individual will ensure reliable operation, maintenance, and standardization of computer hardware, software, and peripheral devices in a fast-paced, on-site healthcare environment.

This is a fully onsite role that combines hands-on desktop support with team leadership responsibilities. The Supervisor will serve as both a technical resource and an operational leader, fostering a culture of accountability, service excellence, and continuous improvement.

• Lead, mentor, and support a team of Desktop Support Technicians to achieve departmental service goals
• Drive performance standards to ensure exceptional customer service and timely resolution of incidents and service requests
• Delegate tasks effectively and monitor completion for accuracy and efficiency
• Coach and develop team members, providing constructive feedback and managing performance improvement processes when necessary
• Promote continuous improvement in service delivery, tools, and operational processes
• Champion use of the IT service management platform for ticket tracking, asset management, service catalog maintenance, and workflow automation
• Ensure secure configuration, installation, updating, and maintenance of computers, desktop software, and peripheral equipment
• Maintain desktop imaging standards aligned with industry and security best practices
• Act as an escalation point for complex technical issues
• Ensure accurate and current documentation, including knowledge base articles and support materials
• Oversee related operational services such as inventory management, printing systems, and departmental equipment moves
• Collaborate with cross-functional IT teams to troubleshoot and resolve hardware, software, application, and network connectivity issues
• Ensure staffing coverage and maintain on-call scheduling as needed
• Review and approve team time records in accordance with organizational policies

Required:

• Associate degree in Information Technology or related field, or equivalent professional experience
• Minimum three years of experience in an IT support role
• Minimum two years of experience in a lead or supervisory capacity
• IT service management certification (or ability to obtain within a designated timeframe after hire)

Preferred:

• Bachelor’s degree in a related field
• Industry certifications such as CompTIA A+, Network+, or equivalent
• Experience supporting technology in a healthcare or clinical environment

• Strong leadership and team management skills
• Ability to plan, delegate, monitor, and improve team performance
• Excellent interpersonal, verbal, and written communication skills
• Sound judgment and professionalism in a fast-paced environment
• Strong analytical and problem‑solving abilities
• High level of discretion and commitment to confidentiality
• Strong organizational skills and attention to detail
• Proficiency with enterprise desktop systems, standard office applications, and service management tools
• Flexibility to work varied shifts as required