TEKsystems · 7 hours ago
Desktop Support Team Lead
Worcester, MA
Full-time
Onsite
Mid, Senior Level
$30/hr - $33/hr
3+ years expTEKsystems is a leading provider of business and technology services, and they are seeking a Desktop Support Team Lead. The role involves supervising local field technicians, managing resources, providing advanced technical support, and ensuring adherence to operational goals and service level agreements.
Information Technology
Responsibilities
Direct and supervise local field technicians, including daily task assignments, workload balancing, and performance monitoring
Conduct regular 1:1s and team huddles to maintain alignment with operational goals and SLAs
Enforce consistent adherence to processes and procedures across the team
Mentor junior technicians and support career development through coaching and structured feedback
Lead onboarding and training programs to ensure quick ramp-up for new technicians
Assess staffing needs and recommend adjustments to meet site demands and SLA targets
Coordinate with management to optimize technician coverage across multiple locations
Track resource utilization, technician productivity, and support trends to improve planning and decision-making
Provide advanced support for Windows OS, Active Directory, Office 365 (Teams, OneDrive), security tools, and remote support technologies (Bomgar, RDP)
Serve as the first point of escalation for complex or unresolved desktop issues and drive root cause analysis
Deliver discreet, high-touch support for VIP and executive users
Ensure adherence to IT policies, security standards, and documentation practices
Manage ticket queues in ServiceNow, ensuring timely updates, accurate documentation, and SLA compliance
Lead knowledge-sharing sessions and contribute to SOP development and maintenance
Collaborate with site management and leadership teams to align services with evolving business needs
Support continuous improvement initiatives across field service operations
Track and report on site-level performance metrics, SLA attainment, and user satisfaction
Identify improvement opportunities and implement corrective actions to enhance service quality and efficiency
Qualification
Required
3+ years of Desktop Support experience
Strong knowledge of Windows OS, Active Directory, Office 365, and endpoint security tools
Hands-on experience with ServiceNow or a comparable ITSM platform
Excellent troubleshooting, communication, and customer service skills
Demonstrated ability to lead by example, mentor junior staff, and manage resources across a designated location
Preferred
Experience in regulated environments is a plus
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase