Deskside Support

Role Title: DeskSide Support Lead

Location Princeton / New Jersey

Number of days Full Time: 3-4 Days on site

Target start date: ASAP

The Senior Deskside Engineer is a highly skilled IT professional responsible for delivering advanced, hands-on technical support to end users across the organization. This role ensures the reliability, performance, and security of end-user computing environments, including laptops, mobile devices, collaboration technologies, and enterprise applications.

As a senior member of the IT support organization, the role serves as a key escalation point for complex technical issues and provides leadership and guidance to junior support staff. The Senior Deskside Engineer is expected to coordinate local support activities, mentor team members, and help maintain high standards of service delivery and operational excellence.

The role also provides high-touch VIP and executive support, requiring professionalism, discretion, and a strong customer-service mindset. Responsibilities include supporting critical meetings, conference room technologies, and business-critical events with minimal disruption to operations.

The Senior Deskside Engineer collaborates closely with global IT teams, vendors, and business stakeholders to implement solutions, support IT initiatives, and drive continuous improvements in user experience and IT service delivery while adhering to ITIL best practices.

Role Summary

The Senior Deskside Engineer is responsible for delivering advanced technical support to end users, ensuring seamless operation of IT systems, devices, and enterprise applications. This role serves as a key escalation point for complex issues, collaborates with global IT teams, and drives continuous improvement in user experience and IT service delivery.

Key Responsibilities:

• Provide guidance and day-to-day coordination for junior deskside engineers and support staff
• Act as a technical lead during major incidents and high-priority escalations
• Deliver white glove/VIP support for executives and senior leadership with a high level of professionalism and discretion
• Assist with onboarding, mentoring, and knowledge sharing within the support team
• Monitor ticket quality, SLA adherence, and support performance to ensure high service standards
• Coordinate local support activities and communicate effectively with regional and global IT leadership
• Support conference rooms, executive meetings, and critical business events requiring dedicated IT presence
• Provide advanced deskside support for hardware, software, and enterprise applications
• Act as an escalation point for complex technical issues and ensure timely resolution
• Support end-user devices (laptops(Windows & Macs), mobile devices, peripherals)
• Coordinate with global IT teams, vendors, and stakeholders to resolve incidents and implement solutions
• Ensure adherence to ITIL processes (incident, request, problem, and change management)
• Participate in IT projects, including deployments, upgrades, and office setups
• Maintain accurate documentation, asset management, and knowledge base articles
• Continuously identify opportunities to improve user experience and operational efficiency

Qualifications & Experience:

• Min. Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in deskside/end-user support roles
• Strong knowledge of Windows, macOS, Microsoft 365, and endpoint management tools
• Experience with ITSM tools (e.g., ServiceNow)
• Relevant certifications (e.g., ITIL, Microsoft) are a plus

Skills & Competencies:

• Strong leadership and team coordination skills
• Experience providing VIP/Executive support in corporate environments
• High level of professionalism, discretion, and customer service orientation
• Ability to prioritize and manage competing demands in high-pressure situations
• Strong stakeholder management and communication skills across all organizational levels
• Coaching and mentoring capabilities for junior team members
• Proactive mindset with strong ownership and accountability
• Ability to handle sensitive and confidential information appropriately- Excellent problem-solving and analytical skills
• Customer-focused mindset with outstanding communication skills
• Ability to work independently and take ownership of tasks
• Willingness to go above and beyond to support business needs
• Strong organizational skills and attention to detail.
• Ability to perform under pressure in a fast-paced environment.