Lead, Desktop​/End User Support

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The Lead, Desktop/End User Support provides leadership and oversight for end‑user support services, ensuring reliable and high‑quality technology experiences across the organization. This role coordinates escalations, manages vendor performance, and partners with internal teams to improve productivity and service outcomes. The Lead works on issues of diverse scope and complexity, exercising sound judgment, strong communication skills, and the ability to align operational work with broader strategic goals.

The Lead, Desktop/End User Support serves as the primary escalation point for complex technical issues and operational challenges originating from first‑line support teams. This role oversees incident resolution, ensures accurate documentation, and champions continuous improvement initiatives aimed at enhancing service efficiency, reducing friction, and creating measurable business value.

In addition to operational oversight, this role is responsible for managing the performance and delivery of external service providers, ensuring alignment with contractual expectations and organizational objectives. The Lead acts as a key liaison across multiple business areas, maintaining productive partnerships, resolving service concerns, and advocating for the evolving needs of internal stakeholders.

• Leads the resolution of complex escalated incidents across desktop, endpoint, and end‑user technologies.
• Ensures issues are documented, tracked, and monitored through completion, with a focus on improving quality and speed of resolution.
• Applies independent judgment to evaluate issues, determine root causes, and recommend corrective actions.
• Champions proactive problem management, identifying recurring issues, coordinating with problem management teams, and driving efforts to eliminate known errors from the environment.
• Identifies opportunities for efficiency, automation, and process optimization that create tangible value for the organization.

• Oversees execution of the external support services contract, ensuring adherence to terms, service expectations, and overall value delivery.
• Serves as the primary liaison between the service provider and internal business areas, facilitating effective communication and issue resolution.
• Monitors vendor performance against key KPIs/CPIs, including service level adherence, response and resolution metrics, and customer satisfaction measures.
• Coordinates and validates system and data access for vendor personnel to ensure compliance with internal security policies and required review cycles.
• Manages the escalation of high‑visibility or high‑impact incidents requiring vendor involvement, ensuring prioritized resolution aligned with contractual commitments.
• Partners with internal IT teams to ensure vendor staff receive appropriate training and remain current on tools, processes, and support procedures.

• Advise leaders on emerging issues, trends, and opportunities to enhance service delivery.
• Contribute to the development of operational strategies aligned to organizational priorities.
• Communicate effectively at multiple levels—including executive and management layers—translating complex issues into clear, actionable insights.
• Influence cross‑functional stakeholders to adopt improved processes, standards, and approaches that enhance the end‑user experience.

• Bachelor’s degree or equivalent work experience
• 8 or more years of technical experience in desktop or end‑user support
• At least 2 years of project leadership or team lead experience
• Experience resolving escalated technical issues and coordinating advanced problem resolution
• Proficiency documenting, tracking, and monitoring incidents using enterprise tools
• Ability to interpret and align to departmental and organizational strategies
• Strong communication, collaboration, and influencing skills, with the ability to engage at the management and executive level
• Demonstrated passion for service improvement and…