Desktop Support Lead

Role-Desktop Support Lead

Location- Richmond, VA

• Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices.
• Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols.
• Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery.
• Implement and govern SOPs, ticket hygiene, and service quality metrics across teams.
• Ensure effective use and continuous enhancement of the Self-Service Portal for end users.
• Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows.
• Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks.
• Develop and mentor team members, managing staffing, training, and performance reviews.
• Standardize and optimize service desk and GAM processes across regions and accounts.
• Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.