Support Desk Lead

Job Title

Support Desk Lead

Location

Chevy Chase, MD - Onsite

Contract

6+ Months

Position Overview

We are seeking a highly skilled and experienced Support Desk Lead to join our IT support team. This role is essential in providing advanced technical support to end users, modernizing internal systems through Microsoft technologies, and ensuring seamless hardware and meeting space readiness. The ideal candidate will bring a mix of deep technical knowledge, excellent customer service skills, and practical experience in provisioning hardware and supporting collaborative technologies like conference room systems.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the Tier 2/3 escalation point for complex technical issues.
• Provide expert-level support for Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Windows OS.
• Diagnose and resolve hardware, software, and networking issues, including peripheral and mobile device support.
• Support conference room AV technologies including Teams Rooms, Zoom Rooms, projectors, displays, and audio equipment.

Microsoft Modernization

• Drive the adoption of modern Microsoft tools such as Intune, Autopilot, Azure AD, and Defender.
• Assist in cloud migrations, policy enforcement, and endpoint standardization efforts.
• Stay current with Microsoft 365 and Azure ecosystem developments to assess and implement relevant upgrades.

Power Platform & Reporting

• Develop and maintain Power Apps to automate internal processes and improve end-user experiences.
• Generate reports and dashboards using Power BI or Excel to track IT performance, support trends, and SLA adherence.
• Maintain data accuracy across asset inventories and support logs.

Hardware Provisioning & Room Readiness

• Lead the imaging, configuration, and deployment of laptops and peripheral devices for new hires, refresh cycles, and contractors.
• Maintain and enforce laptop provisioning standards, including Autopilot and Intune enrollment procedures.
• Set up and maintain conference room technologies, ensuring all equipment is functional and ready for meetings or events.
• Coordinate AV support for executive meetings, hybrid events, and remote presentations.

User Engagement & Communication

• Create and deliver user-friendly documentation and training for new tools, features, and services.
• Act as a liaison between technical teams and end users, translating technical concepts clearly.
• Facilitate onboarding sessions and ad-hoc training workshops to improve digital fluency.

Process Improvement & Knowledge Sharing

• Document recurring issues and resolutions in a centralized knowledge base.
• Identify opportunities for support automation, self-service tools, and standard operating procedure improvements.
• Mentor junior help desk technicians and foster a collaborative learning environment.

Required Qualifications

• 5+ years in IT support or help desk roles, with at least 2 years in a senior or escalation-level capacity.
• In-depth knowledge of Microsoft 365, Windows OS, and endpoint management tools (Intune, SCCM, etc.).
• Experience provisioning laptops using Autopilot or manual imaging techniques.
• Hands-on experience supporting conference room equipment, AV systems, and remote collaboration tools.
• Proficiency in Power Apps and reporting via Power BI, Excel, or similar.
• Strong communication, interpersonal, and customer service skills.

Preferred Qualifications

• Microsoft or CompTIA certifications (e.g., MD-102, Power Platform Fundamentals, CompTIA A+, Network+).
• Familiarity with ticketing systems such as ServiceNow, or Zendesk.
• ITIL certification or experience working within an ITIL framework.