Job Description

Job Title: Desktop Support Lead

Location: 3500 North Martin Luther King Avenue, Oklahoma City

Schedule: Onsite 5-days a week (M-F, 8 – 5)

Structure: Long-Term Contract (1y+)

Pay: $35/hr

Job Summary

The Desktop Support Lead is responsible for overseeing the daily operations of the Desktop Support team while continuing to provide advanced technical support to end users. This role combines leadership, mentorship, and process oversight with hands-on technical expertise. The Desktop Support Lead ensures that customer service standards are met, escalated issues are resolved efficiently, and team performance aligns with organizational goals.

Responsibilities

• Supervise and mentor Desktop Support Technicians, providing daily guidance and coaching.
• Monitor, prioritize, and distribute support tickets to ensure timely and effective resolution.
• Serve as the primary escalation point for advanced or complex technical issues.
• Ensure compliance with Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and company policies.
• Evaluate team productivity and performance, providing metrics and recommendations to IT leadership.
• Coordinate and perform system upgrades, patches, and updates related to desktop support operations.
• Oversee and validate computer builds, operating system templates, and deployment scripts.
• Facilitate regular team meetings to review performance metrics, service trends, and process improvements.
• Collaborate with IT management to identify departmental process gaps and recommend improvements.
• Maintain and enhance the service desk knowledge base, SOPs, and customer service tools.
• Lead or assist with special projects such as ticketing system improvements, training initiatives, and customer survey programs.
• Provide onsite and remote support as needed, fostering a culture of professionalism and customer satisfaction.

Skills

• Proven leadership experience in a desktop support or service desk environment.
• Strong communication skills, both verbal and written, with experience presenting to groups.
• Advanced technical problem-solving skills with the ability to handle escalations.
• Proficiency with Microsoft Office and experience creating workflows, templates, and Visio diagrams.
• Knowledge of desktop hardware, peripherals, and troubleshooting methodologies.
• Experience with Jira/Confluence or similar ticketing/collaboration platforms.
• Ability to maintain cross-department relationships and coordinate activities across teams.
• Other Requirements
• Must pass background and vehicle checks.
• U.S. citizenship required; availability for face-to-face interviews.
• Minimum of 5 years of Desktop Support or Service Desk experience, including at least 2 years in a leadership role.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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