Desktop Support Team Lead

Insight Global; Alpharetta (GA); On-site; USD 90,000 - 125,000; Full time

Job summary

Insight Global is seeking a Senior Support Technician to join our Global Level 2 Onsite Support team at Alpharetta, GA.

You will own complex incidents, drive RCA and problem management, mentor peers, and partner with engineering, vendors, and stakeholders to improve service quality and user experience.

This hands-on role is designed for someone ready to step into a larger, more visible position within a global enterprise while staying close to the technology.

Qualifications

• 5-10+ years of experience in workplace technology.
• Experience with ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, and Change Management.
• Experience supporting senior stakeholders and VIP users.

Responsibilities

• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Job description

Join a Global Enterprise and Make a Visible Impact

We're looking for an ambitious Senior Support Technician to become a key member of our Global Level 2 Onsite Support team. Supporting 7,000 US employees and more than 13,000 employees worldwide, you'll act as the senior technical member of the team and a trusted partner to the Level 2 Team Lead, helping drive incident response, problem management, service improvement, and technical excellence across our support operation. Based at our Alpharetta headquarters, you'll work closely with technical teams and colleagues across multiple regions to continuously improve the employee experience. This is an ideal opportunity for someone looking to step into a larger, more visible role within a global enterprise while remaining hands-on and close to the technology. This is not a traditional support role focused solely on resolving tickets. We're looking for someone who takes ownership, drives action, solves difficult problems, and helps raise the technical capability and performance of those around them.

About the Role

This role focuses on complex technical challenges, major incidents, problem management, service improvement, and raising the capability of the wider support team. You'll be expected to:

• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Proactively identify opportunities to improve service quality, efficiency, and user experience.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Technical Expectations

As the senior technical member of the Level 2 Onsite Support team, you will be expected to:

• Act as the highest technical escalation point within Level 2.
• Lead investigation and resolution of technical issues that cannot be resolved by other engineers.
• Provide technical challenge, guidance, and direction when working with engineering teams and technology specialists.
• Support executive and VIP users with professionalism, discretion, and confidence.
• Raise the technical capability of the wider team through coaching, mentoring, and knowledge sharing.
• Maintain a broad understanding of modern workplace technologies and their interaction within an enterprise environment.
• 5-10+ years of experience

What We're Looking For

We're looking for someone with strong technical capability, sound judgement, and a genuine desire to make things better. You may currently be a:

• Hands-on Team Lead within a smaller organization
• Senior Level 2 Support Engineer
• Endpoint Engineer
• Workplace Technology Engineer

You are likely to be regarded as one of the strongest technical performers in your current team and someone colleagues turn to when dealing with the most challenging issues.

• Experience supporting modern workplace technologies in an enterprise environment.
• Proven ability to troubleshoot and resolve complex technical issues.
• Experience working with ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, and Change Management principles.
• Experience supporting senior stakeholders and business-critical users.
• Ability to balance technical depth with customer focus and business awareness.

Who Will Succeed in This Role?

The ideal candidate is someone who:

• Takes ownership without being asked.
• Naturally identifies opportunities for improvement.
• Enjoys solving difficult technical and operational problems.
• Leads through influence rather than authority.