Lead Desktop Engineer

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.

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.