Desktop Support Team Lead

Turning Point Global Solutions, LLC is seeking a Desktop Support Team Lead to provide hands-on technical expertise and leadership to a team of desktop support technicians at our client location in Rockville, MD. The Team Lead will serve as a subject matter expert, ensuring the delivery of efficient, high-quality end-user support services across Windows, Mac, and Linux environments. 

This position is contingent upon program award. 

Work Location:   Rockville, MD

What You’ll Do

As the Desktop Support Team Lead, you will:

• Provide day-to-day leadership and guidance to a team of desktop support technicians, including task assignment, performance monitoring, coaching, and mentorship.

• Serve as the senior, on-site technician, offering advanced technical support and troubleshooting for complex desktop and end-user computing issues.

• Analyze recurring technical issues to identify root causes and implement sustainable solutions to prevent future incidents.

• Maintain and continuously improve documentation of desktop support processes, procedures, and troubleshooting steps to enhance efficiency and knowledge sharing.

• Serve as a subject matter expert in Windows and Mac enterprise environments within Active Directory domain infrastructure.

• Support and maintain conference room audiovisual (AV) systems and related infrastructure.

• Provide technical support for Linux systems and virtual machines.

• Troubleshoot and support networking components, including DHCP, Subnet, DNS, VLAN, wireless, and LAN connections.

• Support VoIP systems, fax solutions, multifunction copiers, and other common IT peripherals.

• Manage incident queues and service tickets using ServiceNow, ensuring timely resolution and high customer satisfaction.

• Interface with users and stakeholders to manage expectations and deliver excellent customer service.

What We’re Looking For

To thrive and excel in this role, candidate should demonstrate the following:

Required Education, Skills, and Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 6+ years of relevant, progressive desktop support or IT infrastructure experience.

• Demonstrated experience leading or supervising a small technical support team.

• Proven track record of managing customer expectations and delivering superior service.

• Subject Matter Expertise in Windows and Mac enterprise computing in an active directory domain environment.

• Proficiency with ServiceNow for queue management, ticket tracking, and reporting.

• Experience with Linux and virtual machine environments.

• Working knowledge of conference room audiovisual (AV) equipment and infrastructure.

• Familiarity with networking such as DHCP, Subnet, DNS, VLAN, wireless and LAN.

• Experience supporting VoIP, multifunction printers, fax, and other common IT peripherals.  

• Ability to work independently while fostering teamwork and collaboration.

• Strong communication, organization, and problem-solving skills.

What’s In It For You?

We understand that our team members are our greatest asset. That’s why we offer:

• Competitive salary with annual performance bonus, and annual merit increases.

• Comprehensive health benefits fully funded by the company for employees.

• 401(k) retirement plan with company match.

• Paid time off plus holidays.

• Professional development opportunities.

• A collaborative and inclusive work culture.

In compliance with pay transparency requirements, the salary range for this role is $84,000 to $95,000.  This range is a general guideline only as compensation decisions are based on relevant experience and educational qualifications.  

Ready to make your next career move? Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!

About Turning Point Global Solutions LLC (https://www.tpgsi.com):

TurningPoint is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients.

We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. 

Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. 

TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.

All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law.

This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.