Lead Desktop Support Technician

TEKsystems; San Francisco (CA); On-site; USD 128,943,360 - 143,270,400; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick)

Job summary

TEKsystems is seeking a Lead Desktop Systems Specialist in San Francisco, CA to provide advanced 2nd and 3rd line support for Apple and PC platforms while leading a team of desktop support professionals onsite.

The role emphasizes coaching, workload planning, and delivering exceptional customer service across the organization, with familiarity noted for Landesk, Casper, and ServiceNow ticketing systems.

Qualifications

• Provide advanced 2nd and 3rd line support for Apple and PC platforms.
• Lead a desktop support team, coach staff, and manage workloads.
• Experience with escalation management and delivering excellent customer service.

Responsibilities

• Lead, mentor, and develop Desktop Support Technicians to ensure high levels of technical performance and customer satisfaction.
• Manage daily team operations, including ticket queue management, workload balancing, and escalation assignments.
• Conduct coaching, training, and knowledge-sharing sessions to promote team growth and technical development.
• Partner with management on staffing needs, performance management, and employee development initiatives.
• Establish and monitor service delivery standards, ensuring adherence to SLAs and operational objectives.
• Serve as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
• Foster a culture of accountability, collaboration, and continuous improvement within the desktop support organization.
• Assist in interviewing, onboarding, and training new team members.
• Provide input on team goals, performance evaluations, and career development planning.
• Coordinate cross-functional support efforts with Infrastructure, Security, Network, and Application teams to ensure successful issue resolution.

Skills

Leadership

Team management

Customer service

Desktop support

Coaching

Escalation handling

Tools

Landesk

Casper Computer Management

ServiceNow

Job description

The Lead Desktop Systems Specialist is responsible for providing advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms while leading a team of desktop support professionals. This position serves as the primary escalation point for complex technical issues and is responsible for driving team performance, coaching staff, prioritizing workloads, and ensuring exceptional customer service delivery across the organization.

Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates strong leadership, sound judgment, and decision-making skills while interacting with senior internal and external personnel. Understanding of Landesk, Casper Computer Management, and ServiceNow ticketing systems is a plus.

Additional Leadership Responsibilities

• Lead, mentor, and develop Desktop Support Technicians to ensure high levels of technical performance and customer satisfaction.
• Manage daily team operations, including ticket queue management, workload balancing, and escalation assignments.
• Conduct coaching, training, and knowledge-sharing sessions to promote team growth and technical development.
• Partner with management on staffing needs, performance management, and employee development initiatives.
• Establish and monitor service delivery standards, ensuring adherence to SLAs and operational objectives.
• Serve as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
• Foster a culture of accountability, collaboration, and continuous improvement within the desktop support organization.
• Assist in interviewing, onboarding, and training new team members.
• Provide input on team goals, performance evaluations, and career development planning.
• Coordinate cross-functional support efforts with Infrastructure, Security, Network, and Application teams to ensure successful issue resolution.

Job Type & Location

This is a Contract position based out of San Francisco, CA.

Pay and Benefits

The pay range for this position is $45.00 - $50.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in San Francisco,CA.

Application Deadline

This position is anticipated to close on Aug 7, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.