Desktop Lead

We are seeking a Desktop Lead to build strong relationships within Information Technology Services (ITS), across campus departments, and with key stakeholders. You'll focus on exceeding service quality goals while enhancing end-user productivity and satisfaction. By analyzing performance metrics, you'll identify opportunities to improve service delivery. You'll play a leadership role in planning and executing initiatives, provide strategic recommendations, and contribute to shaping the department's technical direction. Your ability to create a compelling vision, guide others through change, and develop desktop technicians will be essential for success in this role. 

• Responsible for front line support of institutional users of enterprise applications, desktops, networks, and information resources.
• Address escalated user support issues, providing advanced problem-solving for hardware, software, network, and application-related problems.
• Lead desktop support initiatives, including rollouts, upgrades, and system migrations, ensuring timely and seamless execution.
• Oversee ticket resolution, identify trends, and proactively address recurring issues to minimize disruptions.
• Work closely with other IT teams (networking, systems, security) to facilitate cross-functional solutions.
• Contribute to the development and enhancement of desktop support policies, procedures, and knowledge base resources.
• Supervise, train, and mentor a team of desktop support technicians, ensuring they maintain high standards of service delivery. Assign and coach support specialists through new and routine tasks. 
• Oversee the day-to-day operations of the team, ensuring workload equity, adherence to standards and services, and consistent and reliable deliverables that meet customer and organizational expectations. This includes developing staffing plans, schedules, and proposals to ensure effective planning and optimal resource allocation. 
• Responsible for managing Help Desk requests, incidents, and problems, monitoring, and managing support queues to ensure timely issue resolution and provide high-quality customer service. 
• Oversee the documentation of the team's processes, knowledge base, and self-service capabilities for the faculty, staff, and students we support.
• Track data and write reports on team objectives and metrics. 
• Test and update existing and new software to ensure compatibility and utility. 
• Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.

• Familiarity with service center technologies, such as telephone systems and ticketing systems. 
• Technical and operational proficiency solving problems of moderate complexity.   
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and/or Google apps.  
• Strong written and verbal communication skills.  
• Ability to explain technical concepts and train others in non-technical terms.  
• A strong focus on customer service.  
• Good organizational skills with a keen attention to detail.  
• Ability to work independently and as part of a team.  
• Ability to manage multiple tasks and prioritize effectively.  
• Proficiency in IT support tools and practices. 
• Strong understanding of IT service desk processes, including incident management and knowledge management. 
• Excellent communication skills, including the ability to adapt to different tones, audiences, and organizational and unit dynamics. 

• Associate’s degree or equivalent combination of education, certification(s), and/or experience.
• 2+ years of related professional experience supporting a desktop environment.

• Bachelor's degree in computer science, business computing, or a related field. 
• Professional IT certifications such as CompTIA ITF+, A+, Network+, Security+, or Server+, etc.
• ITIL Certification
• 2-5 years of related desktop experience.
• 1+ years supervisory experience, including recruiting, mentoring, career development, performance management, leadership, and team building.