TEKsystems · 5 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 to supervise local field technicians and ensure operational goals are met. The role involves providing advanced technical support, mentoring junior staff, and optimizing resource management across multiple locations.
Information Technology
Responsibilities
Direct and supervise local field technicians, including daily task assignments, workload balancing, and performance monitoring
Conduct regular one-on-one check-ins and team huddles to ensure alignment with operational goals and SLA commitments
Ensure accountability by enforcing consistent adherence to established processes and procedures across the team
Mentor junior technicians and facilitate career development through coaching and structured feedback
Lead onboarding and training programs for new technicians to drive rapid integration and productivity
Assess staffing needs and recommend resource adjustments to meet site demands and SLA targets
Coordinate with the Engagement Manager to optimize technician coverage across multiple locations
Track resource utilization, technician productivity, and support trends to inform planning and decision-making
Provide advanced technical support for Windows OS, Active Directory, Office 365 (including Teams and OneDrive), endpoint security tools, and remote support technologies (e.g., Bomgar, RDP)
Serve as the first point of escalation for unresolved or complex desktop issues, driving timely root cause analysis and resolution
Deliver high-touch, discreet support for VIP and executive users
Ensure adherence to client IT policies, security protocols, and documentation standards
Monitor and manage ticket queues via ServiceNow, ensuring timely updates, accurate documentation, and SLA compliance
Lead knowledge-sharing sessions; contribute to the development, refinement, and maintenance of SOPs and technical documentation
Collaborate with site managers and TGS leadership to align support services with evolving business needs and site priorities
Contribute to continuous improvement and strategic initiatives across field service operations
Track and report site-level performance metrics, SLA attainment, support trends, and user satisfaction
Identify improvement opportunities and implement corrective actions to enhance service quality and efficiency
Qualification
Required
3+ years of experience in desktop support, including team leader, senior technician, or supervisory responsibilities
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 technicians, and manage resources across a designated location
Preferred
Familiarity with pharmaceutical or other regulated environments is a plus
3-5 years of Desktop Support experience in a corporate environment
Must have a broad knowledge of Windows OS, Active Directory, Microsoft Office 365, OneDrive
Experience using remote desktop tools like Bomgar/RDP
Experience supporting virtual meeting tools; preferably MS Teams
Experience with Service Now ticketing system
Must possess a strong customer service orientation
Must be adaptive and flexible and have good problem-solving skills
Must be able to communicate effectively both verbally and in writing
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