Desktop Support Lead

Location:
Whippany, New Jersey (Onsite at client location)

• 10+ years in end-user computing / deskside / field services support, with hands‑on onsite operations leadership experience.
• Demonstrated experience delivering Tech Bar-style face‑to‑face support, including appointment and walk‑in models.
• Strong experience with hardware asset management, inventory controls, and secure handling of data-bearing devices.
• Experience with device lifecycle management (refresh, provisioning, deployment and disposal activities alike).
• Working knowledge of incident management and request fulfilment/IMACD operations in an enterprise environment.
• Proven ability to manage stakeholders at multiple levels (site leadership, technology teams, vendors) with a highly customer-centric mindset.
• Financial services environment experience (regulated operations, audit discipline, controls awareness).

• Lead onsite DSS & Tech Bar (walk-in & appointment-based) operations
• Manage ticket queues, SLAs, escalations, and workload distribution
• Oversee IMACD activities and hardware break‑fix support
• Lead device refresh, provisioning, and deployment activities
• Manage hardware asset lifecycle, inventory accuracy, and audit compliance
• Coordinate OEM/vendor repairs and service‑impacting issues
• Provide people leadership, coaching, and rota management
• Produce operational reporting and drive continuous improvement