Desktop Support Team Lead

Desktop Support Lead Required Qualifications

• 3+ years of Desktop Support experience
• Strong knowledge of Windows OS, Active Directory, Office 365, and endpoint security tools.
• Hands‑on experience with Service Now or a comparable ITSM platform.
• Excellent troubleshooting, communication, and customer service skills.
• Demonstrated ability to lead by example, mentor junior staff, and manage resources across a designated location.
• Experience in regulated environments is a plus.

• Direct and supervise local field technicians, including daily task assignments, workload balancing, and performance monitoring.
• Conduct regular 1:1s and team huddles to maintain alignment with operational goals and SLAs.
• Enforce consistent adherence to processes and procedures across the team.
• Mentor junior technicians and support career development through coaching and structured feedback.
• Lead onboarding and training programs to ensure quick ramp‑up for new technicians.

• Assess staffing needs and recommend adjustments to meet site demands and SLA targets.
• Coordinate with management to optimize technician coverage across multiple locations.
• Track resource utilization, technician productivity, and support trends to improve planning and decision‑making.

• Provide advanced support for Windows OS, Active Directory, Office 365 (Teams, One Drive), security tools, and remote support technologies (Bomgar, RDP).
• Serve as the first point of escalation for complex or unresolved desktop issues and drive root cause analysis.
• Deliver discreet, high‑touch support for VIP and executive users.
• Ensure adherence to IT policies, security standards, and documentation practices.

• Manage ticket queues in Service Now, ensuring timely updates, accurate documentation, and SLA compliance.
• Lead knowledge‑sharing sessions and contribute to SOP development and maintenance.
• Collaborate with site management and leadership teams to align services with evolving business needs.
• Support continuous improvement initiatives across field service operations.

• Track and report on site‑level performance metrics, SLA attainment, and user satisfaction.
• Identify improvement opportunities and implement corrective actions to enhance service quality and efficiency.

Job Type: Contract
This position is based out of Worcester, MA.

The pay range for this position is $30.00 – $33.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.
If eligible, the benefits available for this temporary role may include:
Medical, dental & vision;
Critical Illness;
Accident & Hospital; 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available;
Life Insurance (Voluntary Life & AD&D for the employee and dependents);
Short and long‑term disability;
Health Spending Account (HSA);
Transportation benefits;
Employee Assistance Program;
Time Off/Leave (PTO, Vacation or Sick Leave).

This is a fully onsite position in Worcester, MA.

This position is anticipated to close on Mar 17, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.