Desktop Support Team Lead
Position Summary: The Desktop Support Team Lead is responsible for overseeing daily IT support operations, ensuring timely and effective resolution of end-user technical issues. This role combines hands-on technical support with leadership responsibilities, including mentoring team members, improving service delivery, and maintaining high customer satisfaction. The Team Lead serves as an escalation point for complex issues and partners with IT leadership to drive continuous improvement. Primary Responsibilities:
- Lead and support a team of desktop support technicians, providing guidance, coaching, and performance feedback
- Serve as the primary escalation point for complex technical issues involving hardware, software, and network connectivity
- Ensure timely resolution of tickets in alignment with SLAs and service standards
- Monitor ticket queues, workload distribution, and team performance metrics
- Provide hands-on support for end-user issues, including desktops, laptops, mobile devices, and peripherals
- Manage onboarding and offboarding processes, including device setup and access provisioning
- Maintain and enforce IT policies, procedures, and security protocols
- Collaborate with infrastructure, network, and security teams to resolve cross-functional issues
- Identify trends in support requests and implement process improvements to enhance efficiency
- Assist in asset management, inventory tracking, and lifecycle planning for IT equipment
- Support software deployments, updates, and patch management
- Contribute to documentation, knowledge base development, and standard operating procedures
Accountability:
- Comply with all company policies and procedures.
- Prompt, punctual, and regular attendance during core business hours, in an office environment, currently located in the Central Park area of Denver, including a reliable means of transport to and from work. Ability to occasionally travel between corporate offices and job sites within the Denver Metro Area, during work hours.
- All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
- Occasionally may need to reach, stoop, or kneel.
- Specific vision abilities required by this job include close vision requirements due to computer work.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5+ years of desktop support or IT support experience
- 1–2 years of leadership or team lead experience preferred
- Strong knowledge of Windows and/or macOS environments
- Experience with Active Directory, Microsoft 365, and endpoint management tools
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Skills & Competencies
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication abilities
- Leadership and team development skills
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Strong organizational and documentation skills
- Ability to work collaboratively across teams
Preferred Qualifications
- IT certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
- Experience with ITIL frameworks or service management best practices
- Experience supporting hybrid or remote work environments