Senior Desktop Support Lead – Windows & Cloud

Shrive Technologies LLC; Rahway (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Shrive Technologies LLC is seeking a Lead Desktop Support Specialist in Phoenix, AZ to oversee end-user computing, desktop/laptop/mobile device support, and hardware refresh.

Responsibilities include remote and deskside support, incident management in ServiceNow, SCCM familiarity, and handling Office 365 and OneDrive; strong communication to users and VIPs is essential. Experience leading a team and maintaining SLA is required.

Qualifications

• End-user computing support for desktops, laptops and mobile devices.
• Ability to manage incidents and service requests with priority and SLA.
• Experience with Windows 10/11 and corporate mobile OS environments.
• Familiarity with SCCM, ServiceNow and cloud productivity suite.

Responsibilities

• Provide Level 1/Level 2 break/fix support for hardware and software.
• Deliver remote and deskside support to authorized users as required.
• Document incidents and classify them in ticketing systems (ServiceNow).
• Manage devices inventory and track requests for new hardware/peripherals.
• Communicate technical concepts clearly to users and VIPs.
• Maintain SLA for Field Service tickets and support Office 365/OneDrive.
• Support OS upgrades, printer setup, and general configuration tasks.
• Understand modern cloud desktop management and related tools.

Skills

Customer service

Communication

Problem solving

Desktop support

Remote support

Tools

ServiceNow

SCCM

Office 365

OneDrive

Job description

Shrive Technologies LLC is seeking a Lead Desktop Support Specialist in Phoenix, AZ to oversee end-user computing, desktop/laptop/mobile device support, and hardware refresh.

Responsibilities include remote and deskside support, incident management in ServiceNow, SCCM familiarity, and handling Office 365 and OneDrive; strong communication to users and VIPs is essential. Experience leading a team and maintaining SLA is required.