Description:
Candidate should have working experience in ADAS domain.
Must have worked with ADAS functions and understand the perception layer.
Must understand ADAS KPIs, AI models, and the various stages of data labelling and annotation.
Position: Desktop Support Team Lead/ Level 2 Technical Support
Location: Boston, MA(Onsite)02111
The Desktop Support Team Lead oversees the daily operations of the Level 2
technical support team within an enterprise healthcare IT environment. Supporting
approximately 8,000 hybrid (onsite and remote) healthcare end users, this role balances
hands-on technical escalation management with personnel leadership.
The Team Lead
ensures that hospital staff—including clinicians, administrators, and support
personnel—receive seamless, timely, and ITIL-aligned technical support to maintain
uninterrupted patient care and operational workflows.
Key Responsibilities
Team Leadership & Operations
Daily Triage & Escalation: Serve as the primary escalation point for Level 2
technicians; monitor queue health and coordinate the triage of high-priority
clinical and administrative incidents.
Performance Management: Mentor a team of Desktop Support technicians,
conducting regular 1-on-1s, technical skill assessments, and providing guidance
on professional development.
Contingency & Incident Management: Assist in executing desktop support
contingency and business continuity plans during critical platform or
infrastructure downtime.
Runbook Standardization: Standardize, update, and maintain technical
runbooks and operational documentation for Level 2 teams to ensure consistent
troubleshooting.
Technical & Endpoint Security Oversight
Endpoint Management: Manage corporate and clinical hardware lifecycles,
ensuring proper deployment, tracking, and compliance of Windows and macOS
devices across the hospital network.
Security Compliance: Oversee endpoint security configurations, including disk
encryption (BitLocker), endpoint protection clients, and corporate mobile device
management (MDM) policies.
Process Improvement: Conduct Root Cause Analysis (RCA) for recurring
desktop support failures or procedural gaps to continuously optimize hardware
delivery and technical workflows.
Qualifications & Skills
Required Experience & Education
Experience: Minimum of 5 years in a technical desktop support role, with at least
1–2 years of experience in a team lead, supervisory, or senior escalation
capacity.
Industry Environment: Proven experience working within a large-scale
enterprise environment (healthcare IT, hospital networks, or highly regulated 24/7
environments preferred).
Education: Associate or Bachelor’s degree in Computer Science, Information
Technology, or equivalent professional experience.
Technical Proficiencies
ITSM & Tools: Advanced proficiency with modern IT Service Management
(ITSM) platforms (e.g., ServiceNow) for ticket management, SLA tracking, and
operational reporting.
OS & Deployment: Strong expertise in Windows 10/11 enterprise administration
and experience deploying/managing macOS environments within a corporate
network.
Security & Utilities: Familiarity with enterprise endpoint security suites, active
directory administration, and disk encryption recovery workflows.
Data & Reporting: Experience utilizing data analysis tools (such as Excel or
Power Query) to review incident data, track team metrics, and identify volume
trends.
Soft Skills & Certifications
Certifications: ITIL v3 or v4 Foundations certification is highly desirable.
CompTIA A+, Network+, or Microsoft/Apple certifications are a plus.
Communication: Exceptional communication skills with the ability to maintain
composure and professional empathy under pressure in a fast-paced clinical
setting.
Problem Solving: Strong analytical skills focused on structured troubleshooting
and operational accountability.