Lead Technician, Desktop Services

Responsibilities :
At the firm, technology is a critical enabler of our associates' success. We are seeking a highly motivated Lead, Desktop Services to serve as a senior technical leader responsible for the deployment, support, and lifecycle management of end-user technologies across the enterprise.

This role is ideal for a self-driven technology professional who thrives in a fast-paced environment, takes ownership of outcomes, and can effectively coordinate operational activities, projects, and technical resources. As a trusted escalation point and technical lead, you will help ensure our associates receive world-class support while driving continuous improvement across our workplace technology environment.

This position aligns with the organization's Desktop Services leadership model and reports within Workspace & Client Services.

• Lead Endpoint Deployments and Technology Refreshes
  • Oversee the deployment, configuration, and support of laptops, desktops, printers, mobile devices, and workplace technology solutions.
  • Coordinate enterprise hardware refreshes, office openings, relocations, and technology rollouts.
  • Ensure all endpoint deployments meet security, compliance, and operational standards.
  • Partner with vendors and internal technology teams to deliver successful technology implementations.
• Drive Operational Excellence
  • Coordinate daily Desktop Services activities, ensuring timely completion of incidents, service requests, and project deliverables.
  • Prioritize workloads across multiple initiatives while maintaining service-level commitments.
  • Act as the primary escalation point for complex desktop, printing, and endpoint-related issues.
  • Monitor operational performance and identify opportunities for service improvement.
• Provide Technical Leadership
  • Lead troubleshooting efforts for critical incidents and high-impact business issues.
  • Collaborate with Infrastructure, Security, Networking, Service Desk, and business stakeholders to deliver integrated technology solutions.
• Champion Continuous Improvement
  • Develop and maintain technical documentation, standards, and knowledge articles.
  • Analyze recurring issues and implement proactive solutions to prevent future incidents.
  • Support strategic initiatives that modernize and enhance workplace technology services.
• Lead, Desktop Services
• Workspace & Client Services
• Shape the Associate Technology Experience

Required Skills :

• 5+ years of experience supporting enterprise desktop and workplace technologies.
• Demonstrated experience deploying and supporting:
  • Windows operating systems
  • Laptops and desktop computers
  • Enterprise printing solutions
  • Mobile devices
  • Microsoft 365 technologies
  • Endpoint management platforms such as Intune, MECM/SCCM, Workspace ONE, or similar solutions
• Proven ability to independently manage multiple priorities and deliver results with minimal supervision.
• Strong experience coordinating technical activities, projects, and operational support efforts.
• Exceptional troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Successful candidates will demonstrate:
  • Ownership and accountability for results.
  • The ability to operate independently and make sound decisions.
  • Strong coordination and organizational skills.
  • A customer-first mindset.
  • Technical depth across endpoint technologies.
  • The ability to influence outcomes through collaboration and leadership.
  • A passion for continuous improvement and operational excellence.

Preferred Skills :

• Experience leading enterprise endpoint refresh or deployment programs.
• ITIL Foundation certification.
• Microsoft endpoint management or workplace technology certifications.
• Experience with ServiceNow or similar IT service management platforms.

Required Skills :

• 5+ years of experience supporting enterprise desktop and workplace technologies.
• Demonstrated experience deploying and supporting:
  • Windows operating systems
  • Laptops and desktop computers
  • Enterprise printing solutions
  • Mobile devices
  • Microsoft 365 technologies
  • Endpoint management platforms such as Intune, MECM/SCCM, Workspace ONE, or similar solutions
• Proven ability to independently manage multiple priorities and deliver results with minimal supervision.
• Strong experience coordinating technical activities, projects, and operational support efforts.
• Exceptional troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Successful candidates will demonstrate:
  • Ownership and accountability for results.
  • The ability to operate independently and make sound decisions.
  • Strong coordination and organizational skills.
  • A customer-first mindset.
  • Technical depth across endpoint technologies.
  • The ability to influence outcomes through collaboration and leadership.
  • A passion for continuous improvement and operational excellence.

Preferred Skills :