Desktop Support Lead : IT Technology

• The Desktop Support Lead is responsible for overseeing the daily operations and performance of the desktop support team. This role ensures efficient service delivery, customer satisfaction, and the consistent improvement of support processes.
• The Lead serves as a key resource for resolving complex issues, managing team workloads, and driving initiatives to enhance overall effectiveness.
• Performs a wide range of technical duties assisting with the implementation and support of the Hoag Desktop services.
• Ensures that new technical requirements are properly integrated with existing processes and skill sets. Applies system analysis techniques to identify, develop and standardize processes and workflows for desktop services team.
• Perform data center monitoring activities including incident identification, resolution analysis, and escalations as needed. Create, support and enforce information technology (IT) policies.
• Provides direction and support to team members regarding complex technical problems and assists with complex assignments and projects. Provides technical desktop functions as needed. Projects an image of professionalism in communication, appearance and conduct.
• Performs other duties as assigned.

Education and Experience

• High School Graduate or GED required
• A minimum of 7 years experience required.
• Advanced experience in a technical support position or equivalent education required
• Required to service remote Hoag sites providing their own transportation and vehicle insurance
• Mac Operating systems (OSX, IOS for iPhone, iPad, Apple products) experience
• Knowledge of Hoag's application environment
• Bachelor’s degree in Computer Science, Information Systems, or related field preferred

License Required:

CA Issued Driver’s License

Certifications Preferred:

• MCSE certification
• A+ certification or equivalent
• Network+ certification
• Security+ certification