Lead Desktop Support / Lead IT Support Specialist
Vdart, Inc
Charleston, SC
JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
Analysis Skills, Applications Security, Asset Management, Best Practices, Communication Skills, CompTIA A+, CompTIA Network+, Computer Security, Customer Relations, Customer Support/Service, Desktop Administration, Desktop PC, Documentation, Establish Priorities, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Inventory Management, Knowledge Base, Leadership, Mac Operating System, Maintain Compliance, Mentoring, Microsoft Active Directory, Microsoft Certifications, Microsoft Windows Operating System, Multitasking, Network Connectivity, Onboarding, Operations, Performance Analysis, Problem Solving Skills, Process Improvement, Service Level Agreement (SLA), Software Administration, Systems Administration/Management, Team Lead/Manager, Technical Leadership, Technical Support, Time Management
LOCATION
Charleston, SC
POSTED
24 days ago
Job Summary
The Lead Desktop Support professional oversees the daily operations of the desktop support team, ensuring timely and effective technical support for end users. This role combines hands-on technical expertise with leadership responsibilities, including mentoring staff, managing escalations, and coordinating with other IT teams to maintain a high level of service.
Key Responsibilities
- Lead, mentor, and supervise desktop support technicians
- Serve as the primary escalation point for complex technical issues
- Provide advanced troubleshooting for hardware, software, network, and peripheral issues
- Ensure compliance with IT policies, security standards, and best practices
- Coordinate incident, request, and problem management activities
- Monitor service desk performance and ensure SLAs are met
- Maintain accurate documentation, procedures, and knowledge base articles
- Assist with onboarding/offboarding, including system access and equipment setup
- Collaborate with infrastructure, security, and application teams
- Manage asset inventory and lifecycle of end-user devices
- Participate in system upgrades, rollouts, and IT projects
Required Qualifications
- Bachelor’s degree in Information Technology or equivalent experience
- 5+ years of desktop/end-user support experience
- 1–2 years of team leadership or senior support experience
- Strong knowledge of Windows and/or macOS environments
- Experience with Active Directory, Microsoft 365, and endpoint management tools
- Proficiency in troubleshooting hardware, software, and network connectivity issues
Preferred Qualifications
- ITIL Foundation certification
- CompTIA A+, Network+, or Microsoft certifications
Skills & Competencies
- Strong leadership and communication skills
- Excellent problem-solving and analytical abilities
- Customer-focused mindset
- Ability to prioritize and manage multiple tasks
- Documentation and process improvement skills
About the Company
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