Lead Technician, Desktop Services

• Orlando
• On-site
• Hourly salary: $25 - $30

Responsibilities :
At the firm technology is a critical enabler of our associates success. We are seeking a highly motivated Lead Desktop Services to serve as a senior technical leader responsible for the deployment support and lifecycle management of end-user technologies across the enterprise.

This role is ideal for a self-driven technology professional who thrives in a fast-paced environment takes ownership of outcomes and can effectively coordinate operational activities projects and technical resources. As a trusted escalation point and technical lead you will help ensure our associates receive world-class support while driving continuous improvement across our workplace technology environment.

This position aligns with the organizations Desktop Services leadership model and reports within Workspace & Client Services.

• Lead Endpoint Deployments and Technology Refreshes
  • Oversee the deployment configuration and support of laptops desktops printers mobile devices and workplace technology solutions.
  • Coordinate enterprise hardware refreshes office openings relocations and technology rollouts.
  • Ensure all endpoint deployments meet security compliance and operational standards.
  • Partner with vendors and internal technology teams to deliver successful technology implementations.
• Drive Operational Excellence
  • Coordinate daily Desktop Services activities ensuring timely completion of incidents service requests and project deliverables.
  • Prioritize workloads across multiple initiatives while maintaining service-level commitments.
  • Act as the primary escalation point for complex desktop printing and endpoint-related issues.
  • Monitor operational performance and identify opportunities for service improvement.
• Provide Technical Leadership
  • Lead troubleshooting efforts for critical incidents and high-impact business issues.
  • Collaborate with Infrastructure Security Networking Service Desk and business stakeholders to deliver integrated technology solutions.
• Champion Continuous Improvement
  • Develop and maintain technical documentation standards and knowledge articles.
  • Analyze recurring issues and implement proactive solutions to prevent future incidents.
  • Support strategic initiatives that modernize and enhance workplace technology services.
• Lead Desktop Services
• Workspace & Client Services
• Shape the Associate Technology Experience

Required Skills:

• 5 years of experience supporting enterprise desktop and workplace technologies.
• Demonstrated experience deploying and supporting:
  • Windows operating systems
  • Laptops and desktop computers
  • Enterprise printing solutions
  • Mobile devices
  • Microsoft 365 technologies
  • Endpoint management platforms such as Intune MECM/SCCM Workspace ONE or similar solutions
• Proven ability to independently manage multiple priorities and deliver results with minimal supervision.
• Strong experience coordinating technical activities projects and operational support efforts.
• Exceptional troubleshooting analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Successful candidates will demonstrate:
  • Ownership and accountability for results.
  • The ability to operate independently and make sound decisions.
  • Strong coordination and organizational skills.
  • A customer-first mindset.
  • Technical depth across endpoint technologies.
  • The ability to influence outcomes through collaboration and leadership.
  • A passion for continuous improvement and operational excellence.

Preferred Skills:

• Experience leading enterprise endpoint refresh or deployment programs.
• ITIL Foundation certification.
• Microsoft endpoint management or workplace technology certifications.
• Experience with ServiceNow or similar IT service management platforms.