Team Lead Desktop Support Technician

Salary: $95,000 - 135,000 per year Requirements:

• High school diploma or equivalent.
• At least 5 years of progressive experience in desktop support, field services, or end-user computing.
• Demonstrated background as a senior technician, technical lead, escalation contact, or mentor for other IT support professionals.
• Experience supporting users in a professional enterprise setting.
• Proven ability to troubleshoot complex hardware, software, operating system, peripheral, and connectivity issues.
• Experience using ticketing platforms and SLA-based support workflows.
• Strong working knowledge of Microsoft Windows desktop operating systems, macOS, iOS, and thin-client environments.
• Demonstrated experience supporting desktops, laptops, mobile devices, printers, peripherals, audio/visual systems, basic network equipment, and workstation environments.
• Strong understanding of Microsoft Active Directory users and computers, Windows permissions and access, and basic enterprise networking concepts.
• Ability to determine when issues should be escalated to infrastructure or network teams.
• Relevant technical certifications are preferred, including CompTIA A+, CompTIA Network+, Microsoft certifications, ITIL, Apple/Mac certification, or other related credentials.
• Strong leadership capability with the ability to guide and influence technicians without direct supervisory authority.

• Act as the senior technical resource and daily point of contact for Field Services Technicians across multiple U.S. metro locations.
• Provide troubleshooting support, technical direction, and escalation assistance before issues reach management.
• Help coordinate Field Services coverage, staffing availability, workload, scheduling, and support priorities.
• Stay aware of projects, deployments, absences, and other events that may affect service coverage.
• Identify coverage gaps and work with management to arrange the right resources.
• Deliver onsite coverage when needed due to absences, workload spikes, customer needs, or project activity.
• Mentor and coach technicians on troubleshooting, customer communication, documentation, ticket handling, and support procedures.
• Assist with onboarding and training new Field Services Technicians.
• Promote consistent service standards and best practices across distributed support teams.
• Identify process improvement opportunities and help refine workflows, documentation, and technician effectiveness.
• Escalate performance, service delivery, staffing, customer, or operational concerns as needed.
• Support compliance with service levels and performance expectations, including utilization, response times, ticket quality, billable hours, and documentation.
• Review aging, escalated, or high-priority tickets to ensure ownership, communication, and follow-through.
• Maintain accurate and timely ticket records.
• Spot recurring incidents and develop solutions, procedures, or documentation that improve resolution speed.
• Create and update SOPs, troubleshooting guides, and technical reference materials.
• Work closely with management and technical teams to strengthen coordination between onsite and remote support.
• Communicate service-impacting issues, resource limits, customer concerns, and risks to management promptly.
• Provide hands-on support for the Minneapolis office and other assigned locations.
• Diagnose and resolve complex desktop and end-user computing issues in person and remotely.
• Configure, test, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, thin clients, printers, peripheral devices, conference-room technology, and basic networking hardware.
• Perform workstation imaging and re-imaging, including data backup, restoration, and reconfiguration.
• Support offices, conference rooms, server rooms, equipment closets, warehouses, and other client environments.
• Resolve Microsoft Office, email, operating system, and common end-user application issues.
• Support mobile devices and related applications.
• Coordinate PC shipping, receiving, deployment, replacement, and inventory tasks.
• Record hardware failures, repairs, installations, replacements, and removals accurately.
• Maintain hardware inventory and asset-management data.
• Work with third-party vendors and equipment manufacturers for warranty, repair, installation, or technical support needs.
• Communicate incident status clearly and timely to customers and internal teams while setting expectations and ensuring follow-through.
• Provide Tier 2 support to Service Desk staff and Field Services Technicians.
• Assist the Service Desk during peak call volumes, outages, major incidents, or other high-demand periods.
• Contact users directly to troubleshoot issues, deliver resolutions, and confirm service restoration.
• Identify common Service Desk and Field Services issues and help improve troubleshooting and resolution processes.
• Support remote users and technicians when Tier 1 procedures are not sufficient.
• Help connect communication between the Service Desk, Field Services, infrastructure teams, vendors, and customer stakeholders.

• Active Directory
• Hardware
• Support
• ITIL
• macOS
• Mobile
• Network
• Windows
• iOS
• Microsoft 365
• Office 365

More:

We are hiring a full-time, salaried Team Lead Field Services Technician in Minneapolis, MN, with minimal travel and core hours of Monday through Friday, 7:00 AM to 4:00 PM. In this hands-on technical leadership role, we support our clients Minneapolis operations while also providing coordination, mentorship, and technical oversight to Field Services Technicians across multiple metropolitan markets in the United States. This role combines onsite desktop and field support with leadership responsibilities, service coordination, documentation improvement, and cross-team communication.

last updated 36 week of 2026