Lead Desktop Support TechnicianJob Description
Everything recruiters need to write, post, and fill a lead desktop support technician role—fast.
Job Description Sample
Need a clear, ready-to-use job description? Copy, paste, and hire faster.
Job Title: Lead Desktop Support Technician
Location: Flexible (On-site/Hybrid/Remote)
Type: Full-time
About the Role:
We are seeking an experienced Lead Desktop Support Technician to manage our technical support team and drive operational excellence. The ideal candidate will combine strong technical expertise with leadership abilities to mentor team members and implement best practices. This role requires someone who can balance hands-on technical work with strategic planning while ensuring exceptional service delivery and team performance.
Key Responsibilities:
- Lead and mentor a team of desktop support technicians
- Manage and prioritize support tickets across the team
- Develop and implement technical support processes and procedures
- Provide escalation support for complex technical issues
- Coordinate with other IT teams on cross-functional projects
- Maintain documentation of solutions and knowledge base articles
- Monitor team performance metrics and service level agreements
- Create regular reports on support activities and trends
- Conduct technical training sessions for team members
- Evaluate and recommend new tools and technologies
Perks:
- Competitive salary with performance bonuses
- Comprehensive health, dental, and vision insurance
- Professional development and certification reimbursement
- Flexible work arrangements
- 401(k) matching
Lead Desktop Support Technician Responsibilities
Hiring a lead desktop support technician? Here's what you can expect them to handle:
- Supervise and mentor desktop support team members
- Manage ticket queue and establish prioritization guidelines
- Handle escalated technical issues requiring advanced troubleshooting
- Develop and maintain technical documentation and procedures
- Coordinate with vendors for hardware and software support
- Implement and monitor service level agreements (SLAs)
- Lead technical training and knowledge sharing sessions
- Evaluate and recommend technology improvements
Qualifications to Be a Lead Desktop Support Technician
Here's what a solid candidate typically brings to the table:
Bachelor's degree in IT, Computer Science, or related field5+ years of desktop support experience2+ years of team leadership experienceCompTIA A+ and Network+ certificationsITIL Foundation certificationLead Desktop Support Technician Prerequisites
Before you even think of hiring, make sure your candidates have:
Proven experience with Windows desktop/server environmentsStrong knowledge of Active Directory and Group PolicyExperience with remote support tools and ticketing systemsExcellent project management abilitiesTrack record of implementing IT service improvementsLead Desktop Support Technician Hard Skills
The “must-haves” on every recruiter's checklist:
Operating Systems: Windows 10/11, macOS, LinuxNetwork Infrastructure: TCP/IP, DNS, DHCP, VPNSecurity Tools: Antivirus, Firewall, Endpoint ProtectionRemote Support: TeamViewer, Remote Desktop, VNCActive Directory: User Management, Group Policy, DNSVirtualization: VMware, Hyper-V, Virtual BoxCloud Services: Microsoft 365, Google Workspace, Azure ADBackup Solutions: Veeam, Windows Backup, Cloud BackupLead Desktop Support Technician Soft Skills
Tech skills get them in the door—soft skills help them stick around.
Leadership and team managementProblem-solving and critical thinkingCommunication and interpersonal skillsProject coordinationTime management and prioritizationConflict resolutionCustomer service orientationMentoring and coachingLead Desktop Support Technician Salary by Experience Level
Entry Level (0-2 Years)
$45k – $65k
Common Titles
Junior Lead Desktop Support Technician, Associate Lead Desktop Support Technician
Mid Level (2-5 Years)
$65k – $85k
Common Titles
Lead Desktop Support Technician, Lead Desktop Support Technician II
Senior Level (5+ Years)
$85k – $120k
Common Titles
Senior Lead Desktop Support Technician, Lead Lead Desktop Support Technician
Frequently Asked QuestionsAbout Lead Desktop Support Technician Hiring
A Lead Desktop Support Technician is more hands-on technical while still managing a team, whereas a Desktop Support Manager focuses primarily on administrative duties and strategic planning. Leads typically spend 60% of their time on technical work and 40% on leadership tasks.
Use scenario-based questions focusing on team conflicts, prioritization decisions, and process improvements. Ask for specific examples of how they've mentored junior staff and implemented technical solutions at scale.
For a Lead position, prioritize proven technical expertise first, then look for demonstrated leadership experience. The ideal candidate should have both technical certifications (like CompTIA A+) and a track record of team leadership.
Watch for candidates who can't provide specific examples of leading technical projects, lack documentation experience, or show weak communication skills. Also be wary of those who focus solely on technical skills without demonstrating people management abilities.
The optimal ratio is one Lead for every 4-6 desktop support technicians. This allows for proper mentoring and oversight while maintaining efficient service delivery.
Tools and Programs Lead Desktop Support Technician Use
Here's what their digital toolbox might look like:
Ticketing Systems
ServiceNow•JIRA
Remote Support
TeamViewer•LogMeIn
Monitoring
SCCM•SolarWinds
Security
Symantec•McAfee
Asset Management
ServiceNow•Lansweeper
Documentation
Confluence•SharePoint
Collaboration
Microsoft Teams•Slack
Backup
Veeam•Acronis
Job Description Examples
.NET Architect.NET DeveloperAccountantAccountant InternAccounting ManagerAccounts AssistantAccounts Payable ClerkAccounts Payable InternAccounts Payable LeadAccounts Payable ManagerAccounts Payable SpecialistAccounts Payable SupervisorAccounts Receivable ClerkAccounts Receivable InternAccounts Receivable LeadAccounts Receivable ManagerAccounts Receivable SpecialistAccounts Receivable SupervisorAdministration ClerkAdministration Clerk InternAI/ML EngineerAI/ML InternAndroid ArchitectAndroid DeveloperAndroid Developer InternAngular DeveloperAngular Developer InternApp ArchitectApp DeveloperApp Developer InternApp Development ManagerAssistant AccountantAssistant Brand ManagerAssistant Communications ManagerAssistant Community ManagerAssistant Ecommerce ManagerAssistant Events ManagerAssistant PR ManagerAssociate Brand ManagerAssociate ChiropractorAssociate Communications ManagerAssociate Ecommerce ManagerAssociate Events ManagerAssociate Internal Auditor
.NET Architect.NET DeveloperAccountantAccountant InternAccounting ManagerAccounts AssistantAccounts Payable ClerkAccounts Payable InternAccounts Payable LeadAccounts Payable ManagerAccounts Payable Specialist
Accounts Payable SupervisorAccounts Receivable ClerkAccounts Receivable InternAccounts Receivable LeadAccounts Receivable ManagerAccounts Receivable SpecialistAccounts Receivable SupervisorAdministration ClerkAdministration Clerk InternAI/ML EngineerAI/ML Intern
1of14
...
Page 1 of 14 • Showing 1-44 of 600 job titlesShowing 1-44 of 600 titles
Related Articles
