Desktop Support Lead

Description

Job Title: Desktop Support Lead

Job Type: Full-Time (Permanent)

Job Summary:

Robert Half is seeking a skilled and motivated Desktop Support Lead for our client near Oshkosh, WI. In this role you'll oversee their desktop support team and ensure the efficient delivery of technical solutions to end users. The ideal candidate will act as a technical expert, mentor team members, and implement best practices to maintain the organization's IT infrastructure. This role requires excellent problem-solving skills, customer service aptitude, and leadership qualities to collaborate with diverse stakeholders effectively and drive performance within the team.

Key Responsibilities:

• Team Leadership: Supervise, mentor, and guide desktop support technicians, promoting a culture of accountability and excellence (Source: internal RH role categorizations).
• End-User Support: Oversee escalated desktop support requests, ensuring issues are resolved efficiently and to the satisfaction of the end user (Source: RH Acronym Guide - Keep In Touch).
• Operational Excellence: Develop and enforce standard operating procedures (SOPs), establish service-level agreements (SLAs), and maintain metrics to measure team performance.
• Troubleshooting Expertise: Serve as a technical escalation point for diagnosing and resolving advanced hardware, software, and network-related issues.
• Technology Deployment: Lead desktop image preparation, hardware, software deployment, and system upgrades.
• Stakeholder Coordination: Collaborate with business stakeholders, IT management, and vendors to align support services with organizational needs.
• Training & Development: Identify training needs and implement continuous learning initiatives for the team to stay updated with emerging technologies.

Requirements

Required Skills & Qualifications:

• Experience:5 years of desktop support, with at least 2 years in a leadership or senior technical role.
• Technical Expertise:Proficient in Windows/Mac OS, Active Directory, Microsoft Office 365, and endpoint security tools.
• Problem Solving:Strong analytical skills with demonstrated ability to diagnose, research, and resolve complex technical issues.
• Soft Skills:Excellent communication, interpersonal, and customer service skills to interact with diverse end users.
• Certifications Preferred:Microsoft Technology Associate (MTA), CompTIA A , ITIL Foundation, or related certifications.
• Education:Bachelor's degree in Computer Science, Information Technology, or a related field preferred, but equivalent work experience will be considered.

Preferred Qualifications:

• Experience managing IT service management (ITSM) tools and ticketing systems, like ServiceNow or Zendesk.
• Familiarity with automation and remote desktop management tools.
• Proven track record in leading IT projects and change management.
• Knowledge of scripting languages (e.g., PowerShell, Python) or automation tools.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.