Lead Desktop Support

Role: Lead Desktop Support Location: Carlsbad, CA FTE

Job Description

Must Have Technical/Functional Skills Team leadership experience, handling L1/L2 desktop support engineers. Ability to prioritize & manage EUC operations across multiple locations/users. Stakeholder management with business, IT leadership, vendors, and OEM partners. Process ownership for incident, request, and problem management within EUC. Experience driving service improvements, automation initiatives, and RCA preparation. Ability to handle escalations, perform SLA management, and drive customer satisfaction. Documentation & reporting skills: SOPs, dashboards, weekly/monthly performance reports. Strong expertise in End User Computing (EUC) technologies including Windows 10/11, MacOS, and standard desktop/laptop hardware. MacBook support for VIPs and non-VIP users Advanced troubleshooting skills across desktop, laptop, thin clients, VDI, mobility devices, and peripheral equipment. Hands on experience with ITSM tools (ServiceNow, Remedy, or similar) for incident, service request, CMDB Proficiency in Active Directory (AD): User administration Experience with O365/M365 suite, including Outlook, Teams, OneDrive, SharePoint support. Strong knowledge of SCCM/Intune (Microsoft Endpoint Configuration Manager): Image deployment Patch management Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting. Security & Compliance understanding: endpoint security, DLP, encryption tools, antivirus management. Knowledge of IT hardware lifecycle management: asset tracking, refresh planning. Roles & Responsibilities Lead and manage daily EUC/Desktop support operations across all user locations. Ensure timely resolution of incidents, service requests, and escalations within defined SLAs. Oversee L1/L2 teams in providing remote and onsite technical support. Conduct root cause analysis (RCA) for repeated issues and ensure permanent fixes. Supervise and mentor desktop support engineers, providing guidance and technical direction. Allocate workload, manage shift schedules, and ensure adequate coverage during business hours. VIP users support Drive team performance through KPIs, SLAs, and quality checks. Conduct periodic training to kee p the team updated on new tools and technologies. Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune. Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals. Oversee antivirus, encryption, and endpoint security tools to maintain compliance. Ensure desktop OS images, application packages, and updates are maintained and deployed effectively. Work closely with IT leadership, business users, and functional stakeholders to understand requirements. Coordinate with OEMs/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations. Participate in customer review meetings and provide insights on service performance. Provide weekly/monthly reports, dashboards, and service improvement suggestions. Ensure strict adherence to incident, problem, change, and asset management processes. Prepare and maintain SOPs, knowledge base articles, and process documentation. Participate in CAB meetings when EUC-related changes are proposed. Ensure all endpoints comply with security policies, patching standards, and audit requirements. Coordinate with Security, Network, and Cloud teams for cross functional improvements. Address vulnerabilities highlighted by security tools and ensure timely remediation.