Date Posted: 10/29/2025
Hiring Organization: Rose International
Position Number: 490738
Industry: Government
Job Title: Desktop Support Lead
Job Location: Oklahoma City, OK, USA, 73111
Work Model: Onsite
Shift: General shift
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 6
Min Hourly Rate($): 30.00
Max Hourly Rate($): 40.00
Must Have Skills/Attributes: Desktop Support, JIRA
Experience Desired: Desktop Support or Service Desk experience (5 yrs); Leadership experience (2 yrs)
**C2C is not available**
Job Description
Required Skills:
Minimum of 5 years of Desktop Support or Service Desk experience, including at least 2 years in a leadership role
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
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.
Principal 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
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website. California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here. Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances. If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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