Desktop Support Lead

Sr. Technical /Desktop Support Lead – Employee Tech Services (Windows)

Location: Onsite – 5 Days/Week | Boston, MA

Duration: Longterm Contract

Candidate should have strong leading team exp.

Job Description:

Position Summary

We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove, deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues, drive operational excellence, and ensure seamless end-user experiences across hardware, software, mobile, and AV systems.

Key Responsibilities

• Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Troubleshoot and resolve issues related to hardware, software, network, and user credentials.
• Coordinate and execute office moves, tech refreshes, infrastructure buildouts, and perform onsite installations.
• Maintain and update tickets in alignment with SLA and KPI targets.
• Deliver executive-level white-glove support, ensuring high-touch service and discretion.
• Lead the deployment of software releases, patches, and system upgrades across end-user devices.
• Manage IT asset lifecycle including procurement, inventory, and disposal.
• Collaborate with cross-functional IT teams and provide mentorship to junior engineers.
• Participate in incident response (P1–P5) and root cause analysis.
• Support change, release, and problem management processes.
• Experience in Microsoft services including Active Directory, DNS, DHCP, Microsoft 365, Print Server management, and Group Policies (GPOs).
• Proficient in Microsoft Windows OS (Windows 10, Windows Server 2019), Virtual Desktop Infrastructure, and workstation imaging.
• Competent in Microsoft Office 365 and Azure administration.
• Administer security tools such as Putty, FTP, Antivirus, and Robocopy.
• Deploy patches and system-related software.
• Manage workflow and follow up on helpdesk issues via ticketing systems.
• Implement systems-related work through full lifecycle, coordinating with teams and vendors.
• Monitor systems and evaluate performance and latency concerns.
• Troubleshoot servers, applications, PCs, and network-related equipment.
• Document processes, application instructions, and IT-related topics.

Required Qualifications

• Bachelor’s degree or 5–8 years of relevant IT experience.
• Proven experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
• Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a high-pressure environment.
• Willingness to work flexible hours, including evenings and weekends, as needed.

Preferred Skills & Certifications

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).
• Experience in a financial services or managed services environment.
• Familiarity with performance management, capacity planning, and business relationship management.
• Proficiency in using scripting to automate tasks.