Senior Desktop Support Lead – Banking IT & Endpoints

Leader Bank

Arlington (MA)

On-site

USD 80,000 - 105,000

Full time

14 days+

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Job summary

Leader Bank is seeking a Senior Desktop Support Technician to join our IT team. This role involves on-site support across eastern Massachusetts, with travel 0–1 days per week to branch offices, deploying and maintaining endpoints, and resolving complex end-user issues.

The ideal candidate has a Bachelor’s degree in IT or a related field or equivalent experience, plus 4+ years in desktop IT support, strong knowledge of Windows and Microsoft 365, and experience with imaging, asset management, and

Qualifications

Bachelor's degree or equivalent IT experience.
4+ years in desktop/IT support roles with end-to-end ticket ownership.
Proficiency with Windows, 365 suite, Teams, MFA and remote tools.
Experience imaging, deploying, and supporting desktops and peripherals.
Ability to troubleshoot complex issues with clear docs.
Understanding of networking basics and VPN/DNS/DHCP concepts.
Strong communication and customer service skills.
Ability to mentor junior staff and work in regulated environments.
Willing to travel between sites and lift equipment as needed.

Responsibilities

Serve as senior escalation resource for end-user tech issues across hardware and software.
Mentor Desktop Support team and demonstrate strong customer service and troubleshooting.
Own tickets end-to-end with documentation and business context.
Support core banking apps and Fiserv-related tasks as needed.
Assist Network Engineer with connectivity troubleshooting.
Deploy, configure, and image endpoints; refresh workstations.
Draft SOPs and maintain knowledge base.
Maintain asset inventory and lifecycle tracking.
Review systems and propose improvements.
Willingness to take on new duties and occasional after-hours work.