Desktop Support LeadRequired Qualifications- 3+ years of Desktop Support experience
- Strong knowledge of Windows OS, Active Directory, Office 365, and endpoint security tools.
- Hands-on experience with ServiceNow or a comparable ITSM platform.
- Excellent troubleshooting, communication, and customer service skills.
- Demonstrated ability to lead by example, mentor junior staff, and manage resources across a designated location.
- Experience in regulated environments is a plus.
Job DescriptionKey ResponsibilitiesSupervisory Leadership- Direct and supervise local field technicians, including daily task assignments, workload balancing, and performance monitoring.
- Conduct regular 1:1s and team huddles to maintain alignment with operational goals and SLAs.
- Enforce consistent adherence to processes and procedures across the team.
- Mentor junior technicians and support career development through coaching and structured feedback.
- Lead onboarding and training programs to ensure quick ramp-up for new technicians.
Resource Management & Operational Oversight- Assess staffing needs and recommend adjustments to meet site demands and SLA targets.
- Coordinate with management to optimize technician coverage across multiple locations.
- Track resource utilization, technician productivity, and support trends to improve planning and decision-making.
Technical Expertise & Escalation Support- Provide advanced support for Windows OS, Active Directory, Office 365 (Teams, OneDrive), security tools, and remote support technologies (Bomgar, RDP).
- Serve as the first point of escalation for complex or unresolved desktop issues and drive root cause analysis.
- Deliver discreet, high-touch support for VIP and executive users.
- Ensure adherence to IT policies, security standards, and documentation practices.
Process Improvement & Collaboration- Manage ticket queues in ServiceNow, ensuring timely updates, accurate documentation, and SLA compliance.
- Lead knowledge-sharing sessions and contribute to SOP development and maintenance.
- Collaborate with site management and leadership teams to align services with evolving business needs.
- Support continuous improvement initiatives across field service operations.
Metrics & Reporting- Track and report on site-level performance metrics, SLA attainment, and user satisfaction.
- Identify improvement opportunities and implement corrective actions to enhance service quality and efficiency.
Job Type & LocationThis is a Contract position based out of Worcester, MA.
Pay and BenefitsThe pay range for this position is $30.00 - $33.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace TypeThis is a fully onsite position in Worcester,MA.
Application DeadlineThis position is anticipated to close on Jan 29, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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