Desktop Support Lead Job at Brooksource, Oklahoma City, OK

bnNEZ3JvL1BXK0NBVGMvc2VxMFNabDNV
  • Brooksource
  • Oklahoma City, OK

Job Description

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.

Job Tags

Long term contract, Work at office, Local area,

Similar Jobs

Ideal - Flex work

Food and Beverage Attendant Job at Ideal - Flex work

 ...Job Description Food & Beverage Attendant Ideal Talent Marketplace Overview Ideal Talent Marketplace is looking for energetic team members who are comfortable working in fast-paced environments and have a passion for customer service. Food and Beverage Attendants... 

Burns & Wilcox

Underwriting Intern Job at Burns & Wilcox

 ...career path in the specialty insurance industry. The 12-week summer internship program aims to develop ones business acumen, communication,...  ...week, with four days spent in an office setting and one day remote. The Underwriting Intern will gain valuable experience in one of... 

Petco

Warehouse Associate - Weekend Ecommerce (Friday, Saturday & Sunday) Job at Petco

Create a healthier, brighter future for pets, pet parents and people! If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you. Our core values capture...

SupplyPro, Inc.

Solutions Delivery Associate Job at SupplyPro, Inc.

 ...Job Description The Solutions Delivery Associate will work with a National Sales team located throughout North America to develop inventory management recommendations for a wide range of manufacturing customers and business applications. This position will perform... 

Gulfstream Aerospace Corporation

RS Inspector A&P ($2,500 Sign-on Bonus) Job at Gulfstream Aerospace Corporation

 ...RS Inspector A&P ($2,500 Sign-on Bonus)in GAC Savannah Unique Skills: First shift, Monday through Thursday. Experience in insection, repair, teardown, and overhaul of powerplant systems is prefered. Position is suppointing our APU shop. Must be familiar with Component...