Deskside Support Lead
Position Purpose:
The Deskside Support Lead serves as a senior technical resource and hands-on leader within the Deskside Support team. This role works alongside technicians as a primary escalation point, mentor, and trainer, while also providing exceptional technical support – particularly to VIP-level staff. The ideal candidate is highly organized, service-oriented, and thrives in a fast-paced environment. They balance ticket work, projects, and team enablement with excellence and professionalism. This is an opportunity for a dynamic problem-solver who is passionate about serving people and takes pride in delivering high-quality support in a ministry-focused organization.
Essential Duties:
- Support the Deskside Support Manager and team in daily ticket processing and resolution.
- Serve as a senior-level escalation point for complex hardware, software, and operating system issues.
- Troubleshoot and resolve advanced Windows, macOS, and related application issues.
- Provide white-glove IT support to VIP and executive-level staff as needed.
- Monitor, respond to, and resolve support requests through the ticketing system while managing a personal ticket queue effectively.
- Support and mentor Deskside Support Technicians through coaching, training, and technical guidance.
- Create, maintain, and improve knowledge base articles, technical documentation, and support processes.
- Develop training materials and assist in onboarding and ongoing skills development for technicians.
- Effectively support the operational needs of the Deskside Support team.
- Build and deliver daily technician ticketing and performance reports to the Support Desk Manager.
- Participate in and contribute to IT Operations projects as assigned.
- Provide on-site IT support during conferences, events, and ministry functions.
- Assist with standardization efforts, documentation, and continuous improvement initiatives.
- Perform other duties as assigned to support IT Operations and organizational needs.