Desktop Support Lead

Position: Desktop Support Team Lead/ Level 2 Technical SupportLocation: 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.