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 staffincluding clinicians, administrators, and support
personnelreceive 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
12 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 Bachelors 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.