Position Summary:

The Desktop Support Team Lead is responsible for overseeing daily IT support operations, ensuring timely and effective resolution of end-user technical issues. This role combines hands-on technical support with leadership responsibilities, including mentoring team members, improving service delivery, and maintaining high customer satisfaction. The Team Lead serves as an escalation point for complex issues and partners with IT leadership to drive continuous improvement.

Primary Responsibilities:

Lead and support a team of desktop support technicians, providing guidance, coaching, and performance feedback
Serve as the primary escalation point for complex technical issues involving hardware, software, and network connectivity
Ensure timely resolution of tickets in alignment with SLAs and service standards
Monitor ticket queues, workload distribution, and team performance metrics
Provide hands-on support for end-user issues, including desktops, laptops, mobile devices, and peripherals
Manage onboarding and offboarding processes, including device setup and access provisioning
Maintain and enforce IT policies, procedures, and security protocols
Collaborate with infrastructure, network, and security teams to resolve cross-functional issues
Identify trends in support requests and implement process improvements to enhance efficiency
Assist in asset management, inventory tracking, and lifecycle planning for IT equipment
Support software deployments, updates, and patch management
Contribute to documentation, knowledge base development, and standard operating procedures

Accountability:

Comply with all company policies and procedures.
Prompt, punctual, and regular attendance during core business hours, in an office environment, currently located in the Central Park area of Denver, including a reliable means of transport to and from work. Ability to occasionally travel between corporate offices and job sites within the Denver Metro Area, during work hours.
All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
Occasionally may need to reach, stoop, or kneel.
Specific vision abilities required by this job include close vision requirements due to computer work.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
5+ years of desktop support or IT support experience
1–2 years of leadership or team lead experience preferred
Strong knowledge of Windows and/or macOS environments
Experience with Active Directory, Microsoft 365, and endpoint management tools
Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)

Skills & Competencies

Strong troubleshooting and problem-solving skills
Excellent customer service and communication abilities
Leadership and team development skills
Ability to prioritize and manage multiple tasks in a fast-paced environment
Strong organizational and documentation skills
Ability to work collaboratively across teams

Preferred Qualifications

IT certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
Experience with ITIL frameworks or service management best practices
Experience supporting hybrid or remote work environments

Desktop Support Team Lead

Skills

About the Role

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