Modern IT Partners is seeking experienced Desktop Support & Field Services Team Lead for long term contact overseeing onsite endpoint management and end-user support operations across multiple Field Office locations. The ideal candidate will have a strong background in enterprise desktop support, endpoint deployment, operating system migrations, and technical team leadership. This individual will be responsible for ensuring timely delivery of IT support services, coordinating hardware refresh initiatives, managing field service technicians, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Lead and supervise onsite desktop support and field services personnel.
- Manage daily endpoint support operations across assigned Field Office locations.
- Coordinate and oversee large-scale hardware refresh and technology deployment projects.
- Plan and execute operating system deployments, workstation replacements, and user migration activities.
- Provide escalation support for complex desktop, application, and endpoint-related issues.
- Ensure compliance with organizational IT policies, standards, and security requirements.
- Monitor ticket queues, service requests, and incident response activities to ensure SLA compliance.
- Collaborate with infrastructure, networking, cybersecurity, and application support teams to resolve enterprise issues.
- Support Microsoft 365 applications and services, including troubleshooting end-user issues.
- Coordinate asset management activities, including hardware inventory, lifecycle management, and deployment tracking.
- Develop operational procedures, knowledge base documentation, and support processes.
- Conduct staff mentoring, performance monitoring, and training activities.
- Generate operational reports and provide status updates to management.
- Assist with project planning, resource allocation, and continuous service improvement initiatives.
Required Qualifications
- Minimum 5 years of experience supporting enterprise desktop support, field services operations, endpoint deployment, or related IT support functions.
- Minimum 2 years of experience in a team lead, supervisory, or management role.
- Demonstrated experience managing:
- Large-scale hardware refresh projects
- Operating system deployments
- User migration initiatives
- Enterprise desktop troubleshooting and support operations
- Strong experience supporting Microsoft Windows enterprise environments.
- Experience with:
- Microsoft 365 Applications
- Endpoint management tools
- Ticketing and service management systems
- Desktop imaging and deployment technologies
- Working knowledge of:
- Network connectivity troubleshooting
- TCP/IP fundamentals
- Wireless and wired endpoint support
- Strong organizational, communication, and customer service skills.
- Ability to prioritize workload and manage multiple simultaneous projects.
Preferred Certifications
One or more of the following certifications are highly desirable:
- ITIL Foundation
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Endpoint Administrator Associate
- Equivalent enterprise desktop support, endpoint management, or IT service management certifications
Preferred Skills
- Experience supporting distributed enterprise environments.
- Familiarity with endpoint management platforms such as Microsoft Intune, MECM/SCCM, or similar tools.
- Experience with service-level agreement (SLA) management and operational reporting.
- Knowledge of enterprise security practices and endpoint compliance requirements.
- Experience supporting government, regulated, or highly secure environments is a plus.
Location:
Onsite - Florence, KY
Compensation:
$90,000.00 - $150,000.00 per year depending on experience and qualifications.