Desktop Services, Lead Technician

Job Title: Desktop Services, Lead Technician

Duration (Contract): 24 Months

Client Location: Orlando, FL 32801

Location Preference: Onsite

Job Description:

As a Lead, Desktop Services, you will be 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.

Responsibilities:

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.

Required Skills, Experiences, Education and Competencies:

• 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.

Preferred Qualifications:

• • 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.

The hourly range for roles of this nature are $25.00 to $30.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.