Onsite End-User Services Team Lead

Computer Task; Orange (CA); On-site; USD 83,000 - 96,000; Full time

Job summary

CTG is seeking an experienced Onsite End User Services Coordinator Team Lead to oversee and coordinate end-user support operations in a dynamic enterprise environment. This role serves as the central point of coordination for the Desktop Support team, ensuring incoming work is properly prioritized and tracked to meet SLAs.

The successful candidate will lead day-to-day support activities, coordinate AD migrations, and drive M&A technology integration, delivering a seamless end-user experience

Qualifications

• Bachelor’s degree or equivalent experience in IT field.
• 5+ years of experience in desktop support, end-user services, service desk operations, or IT coordination.
• 2+ years of experience leading or coordinating technical teams or support operations.
• Experience coordinating large-scale endpoint deployments, Active Directory migrations, or enterprise technology initiatives.
• Strong understanding of desktop technologies, Windows environments, Microsoft 365, AD, and endpoint support processes.
• Experience in ITIL-based service management.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to manage multiple competing priorities in a fast-paced environment.

Responsibilities

• Coordinate and manage incoming support requests, incidents, and service requests for the Desktop Support team.
• Prioritize and assign work based on business impact, urgency, resource availability, and service level commitments.
• Monitor ticket queues to ensure timely response and resolution of support issues.
• Act as the primary liaison between end users, support personnel, and IT leadership.
• Escalate critical issues and coordinate resolution across multiple support groups.
• Provide day-to-day coordination and oversight of support activities across multiple workstreams.
• Oversee AD migration initiatives, M&A technology integration, and daily end-user support operations.
• Facilitate communication and status updates among technical teams.
• Track project milestones, risks, dependencies, and resource requirements.
• Minimize business disruption during migration and integration.
• Serve as advocate for end users and ensure customer satisfaction.
• Communicate outage notifications and project updates to stakeholders.
• Conduct regular status meetings with support teams and project stakeholders.
• Identify opportunities to improve service delivery.
• Track and report operational metrics like ticket volumes and SLA performance.
• Develop and maintain operational documentation and procedures.
• Support audit, compliance, and documentation requirements.

Skills

Desktop support

End-user services

Service desk

IT coordination

ITIL

Stakeholder management

Communication

Multitasking

Education

Bachelor's degree in IT, CS, business, or related field

Tools

Active Directory

Windows environments

Microsoft 365

Endpoint management

Job description

CTG is seeking an experienced Onsite End User Services Coordinator Team Lead to oversee and coordinate end-user support operations in a dynamic enterprise environment. This role serves as the central point of coordination for the Desktop Support team, ensuring incoming work is properly prioritized and tracked to meet SLAs.

The successful candidate will lead day-to-day support activities, coordinate AD migrations, and drive M&A technology integration, delivering a seamless end-user experience