Desktop Support Lead

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years.

We are seeking a Desktop Support Lead to manage and support end users across multiple locations. This leader will have a proven track record of supporting remote users, managing both onshore and offshore teams, and delivering high-quality IT support services. The ideal candidate will possess strong technical expertise with Microsoft 365 technologies and mobile device management.

The Ideal Candidate will be located in Phoenix, Atlanta, Seattle, Portland, Miami, or St Louis.

Key Responsibilities:

• Lead and oversee remote desktop support operations to ensure efficient resolution of technical issues for users globally.
• Manage a diverse support team, ensuring optimal performance and collaboration between onshore and offshore resources.
• Develop and implement service improvement initiatives to optimize remote desktop support processes.
• Maintain and enhance strong proficiency with Microsoft 365 services, ensuring secure and seamless access for users.
• Support and manage the deployment, configuration, and troubleshooting of mobile devices for end users.
• Monitor and report on service delivery metrics and user satisfaction.
• Collaborate with other IT leaders to align remote desktop support strategies with overall business goals.
• Build and maintain relationships with third-party vendors for technical support and services.
• Foster a culture of continuous improvement through training, process enhancements, and user feedback analysis.

Compensation is $35/hr + (based on experience)

• 5+ years of experience supporting remote users in enterprise environments
• 3+ years of experience leading IT support teams (including offshore teams)
• Strong expertise in Microsoft 365 technologies, including Teams, SharePoint, and OneDrive
• Solid understanding of mobile device management and support (iOS, Android)
• Proven ability to manage escalations and ensure timely issue resolution
• Excellent leadership, communication, and organizational skills
• Ability to thrive in a fast-paced and geographically distributed environment
• Bachelor's Degree in IT or related field preferred
• Familiarity with ITIL service management best practices
• Experience with Agile methodologies and JIRA
• Ability to manage and report on KPIs to senior IT leadership

• 401(k) with matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance