Lead Technician, Desktop Services

Jobylon AB; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobylon AB is seeking a Lead, Desktop Services to drive end-user technology deployment, support, and lifecycle management company-wide. You will lead endpoint deployments, coordinate refreshes, ensure security and compliance, and act as the primary escalation point for complex desktop issues.

In this role you will partner with Infrastructure, Security, Networking, and business stakeholders to deliver integrated solutions, while championing continuous improvement and strong documentation

Qualifications

• 5+ years of experience supporting enterprise desktop and workplace technologies.
• Experience deploying and supporting Windows OS, laptops/desktops, printers, mobile devices, Microsoft 365, and endpoint management platforms such as Intune, MECM/SCCM, Workspace ONE.
• Ability to manage multiple priorities with minimal supervision.
• Strong coordination of technical activities, projects, and operational support.
• Excellent troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ownership and accountability, independent decision-making, customer-first mindset, and continuous improvement.

Responsibilities

• Oversee deployment, configuration, and support of laptops, desktops, printers, and mobile devices.
• Coordinate hardware refreshes, office openings/relocations, and technology rollouts.
• Ensure endpoint deployments meet security, compliance, and standards; partner with vendors.
• Coordinate daily Desktop Services activities: incidents, service requests, projects; maintain SLAs.
• Act as primary escalation point for complex desktop/endpoint issues; monitor performance.
• Lead troubleshooting for critical incidents; collaborate with Infra, Security, Networking, Service Desk, stakeholders.
• Develop and maintain technical documentation and knowledge articles; drive continuous improvement.

Skills

Desktop support

Windows OS

Laptops & desktops

Mobile devices

Printer solutions

Microsoft 365

Intune

MECM/SCCM

Workspace ONE

Endpoint management

Incident coordination

Troubleshooting

Communication skills

Tools

ServiceNow

ITIL Foundation

Job description

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 organization's 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.

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: