Print and Deskside Support Lead
Posted Updated
Summary
Leads an enterprise deskside and print support team in a federal environment: mentoring Tier I-III technicians, handling escalations, administering printer/scanner fleets (drivers, firmware, PIV auth), and managing endpoint/user lifecycle. Core tech: Windows 10/11, Microsoft 365, Active Directory/Azure AD, Intune or BigFix, Citrix/VDI, ServiceNow.
We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices.
Responsibilities
- Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents
- Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments
- Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics
- Experience with enterprise print applications that will be used to monitor, test, and upgrade firmware for network printers.
- Experience troubleshooting a wide range of print/scan functionality including scan-to-email and using PIV authentication to print documents.
- Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
- Interface with technical teams (Server, Network, Security) to help resolve complex printer issues.
Support remediation of security vulnerabilities by applying certificates and upgrading printer firmware. - Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition
- Support user lifecycle activities including onboarding, offboarding, and MACD requests
- Maintain documentation and knowledge records within ServiceNow ITSM
- Participate in stakeholder meetings to drive service improvement initiatives
Required Qualifications:
- AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification
- 5+ years of Tier II/III deskside support experience in enterprise or federal environments
- Demonstrated experience leading or mentoring technical support teams
- Hands-on experience with enterprise print environment administration and troubleshooting
- Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11
- Experience with endpoint management tools such as IBM BigFix or Microsoft Intune
- Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools
- Strong documentation skills and experience with ServiceNow or similar ITSM platforms
- Ability to obtain and maintain a Public Trust federal clearance
Preferred Qualifications:
- Experience supporting federal agency IT environments
- Knowledge of NIST security standards and asset disposition procedures
- ITIL Foundation certification or equivalent experience