What are the responsibilities and job description for the Senior Desktop Support Lead position at American Family Care?
Location: Birmingham, AL (Hybrid eligible)
Department: Information Technology
Employment Type: Full-Time
American Family Care (AFC), a leader in accessible healthcare, is seeking a Senior Desktop Support Lead to elevate our IT support operations. If you thrive on solving complex technical challenges, mentoring teams, and driving innovation, this is your opportunity to make a significant impact in a fast-paced enterprise environment.
Why Join AFC?
Department: Information Technology
Employment Type: Full-Time
American Family Care (AFC), a leader in accessible healthcare, is seeking a Senior Desktop Support Lead to elevate our IT support operations. If you thrive on solving complex technical challenges, mentoring teams, and driving innovation, this is your opportunity to make a significant impact in a fast-paced enterprise environment.
Why Join AFC?
- Make a meaningful impact on healthcare by supporting frontline medical professionals.
- Enjoy a collaborative, mission-driven work culture.
- Work with modern tools and help drive digital transformation into a growing national brand.
- Competitive compensation, benefits, and growth opportunities.
Responsibilities:
- Lead and Mentor: Guide a talented desktop support team, ensuring high performance, clear task ownership, and adherence to service level agreements (SLAs).
- Resolve Complex Issues: Serve as the final escalation point for technical problems related to hardware, software, networking, and peripherals.
- Enhance IT Operations: Monitor incident queues, identify trends, and implement proactive strategies to reduce recurring issues.
- Ensure Security Compliance: Administer user accounts, device configurations, and software installations in alignment with security protocols and best practices.
- Collaborate Across Teams: Partner with infrastructure, cybersecurity, and application teams to support projects and streamline IT initiatives.
- Documentation & Training: Create technical documentation and deliver training to improve user adoption and efficiency.
- Vendor Management: Oversee third-party support relationships and coordinate the procurement of IT tools and resources.
Qualifications:
- 5 years of hands-on experience in enterprise desktop support or IT administration.
- Prior team leadership or supervisory experience (formal or informal).
- Deep technical knowledge of Windows OS, Microsoft 365, endpoint security, and imaging solutions.
- Familiarity with networking concepts (TCP/IP, DHCP, DNS, VPN) and basic troubleshooting.
- Proven troubleshooting ability with a focus on root cause analysis and long-term solutions.
- Strong communication and interpersonal skills—able to clearly translate tech-speak into business value.
- Experience in healthcare or other regulated industries is a plus.
- Security certifications (e.g., CompTIA Security , CISSP, or equivalent) are a bonus.
