Additional responsibilities include:
Ensures technical solutions are developed in the best way to meet functional specifications and adhere to Cheniere's technology standards.
Works with team members to ensure core and custom solutions adhere to best practices.
Works on multiple projects concurrently and/or multiple high priority production support issues simultaneously.
Provides production support for ETRM applications, including Endur, Zema, and custom applications.
Demonstrates understanding of business requirements.
Investigates and resolves problems through research and technical analysis.
Coordinates with vendor(s), DBA(s), IT Infrastructure personnel as needed to support production.
Coordinates with other application teams for issue resolution and proactively prevents issue occurrence.
Effectively works with vendors and external partner support services to obtain solutions and/or workarounds that are acceptable to business operations.
Follows procedures for source code management and migration into the Production environment.
Provides off-hours support when needed.
The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands
Position: Desktop Support Team Lead/ Level 2 Technical Support
Location: Boston, MA(02111) Onsite
The Desktop Support Team Lead oversees the daily operations of the Level 2 technical support team within an enterprise healthcare IT environment. Supporting approximately 8,000 hybrid (onsite and remote) healthcare end users, this role balances hands-on technical escalation management with personnel leadership.
The Team Lead
ensures that hospital staff—including clinicians, administrators, and support personnel—receive seamless, timely, and ITIL-aligned technical support to maintain uninterrupted patient care and operational workflows.
Key Responsibilities
Team Leadership & Operations
Daily Triage & Escalation: Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate the triage of high-priority clinical and administrative incidents.
Performance Management: Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill assessments, and providing guidance on professional development.
Contingency & Incident Management: Assist in executing desktop support
contingency and business continuity plans during critical platform or infrastructure downtime.
Runbook Standardization: Standardize, update, and maintain technical runbooks and operational documentation for Level 2 teams to ensure consistent troubleshooting.
Technical & Endpoint Security Oversight
Endpoint Management: Manage corporate and clinical hardware lifecycles, ensuring proper deployment, tracking, and compliance of Windows and macOS devices across the hospital network.
Security Compliance: Oversee endpoint security configurations, including disk encryption (BitLocker), endpoint protection clients, and corporate mobile device management (MDM) policies.
Process Improvement: Conduct Root Cause Analysis (RCA) for recurring desktop support failures or procedural gaps to continuously optimize hardware delivery and technical workflows.
Qualifications & Skills
Required Experience & Education
Experience: Minimum of 5 years in a technical desktop support role, with at least 1–2 years of experience in a team lead, supervisory, or senior escalation capacity.
Industry Environment: Proven experience working within a large-scale enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7 environments preferred).
Education: Associate or Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
Technical Proficiencies
ITSM & Tools: Advanced proficiency with modern IT Service Management (ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and operational reporting.
OS & Deployment: Strong expertise in Windows 10/11 enterprise administration and experience deploying/managing macOS environments within a corporate network.
Security & Utilities: Familiarity with enterprise endpoint security suites, active directory administration, and disk encryption recovery workflows.
Data & Reporting: Experience utilizing data analysis tools (such as Excel or Power Query) to review incident data, track team metrics, and identify volume trends.
Soft Skills & Certifications
Certifications: ITIL v3 or v4 Foundations certification is highly desirable.
CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
Communication: Exceptional communication skills with the ability to maintain
composure and professional empathy under pressure in a fast-paced clinical setting.
Problem Solving: Strong analytical skills focused on structured troubleshooting and operational accountability.