Desktop Support Lead - IS Client Svcs - Full Time 8 Hour Rotating Shift Non-Exempt Non-Union

The Desktop Support Technician Lead directs and enhances desktop support operations at the USC Health Sciences campus. This role involves leading a team in delivering expert support for operating systems office productivity software network connectivity and clinical application software. The Lead Technician manages complex installations upgrades and repairs of PCs and related hardware while implementing best practices and driving continuous improvement. Additionally this position mentors junior staff handles highlevel technical escalations and collaborates with other IT departments to ensure efficient and effective support services.

Essential Duties:

• Responsible for overseeing the daytoday operations of the desktop support team ensuring timely and effective resolution of technical issues across the USC Health Sciences campus. This role is accountable for:
• Directing and mentoring a team of desktop support technicians fostering a culture of continuous learning and professional development.
• Managing workload distribution ensuring that all support requests are prioritized and addressed according to established service level agreements (SLAs).
• Acting as the primary point of contact for complex technical issues that require advanced troubleshooting and resolution.
• Providing guidance and support for challenging incidents ensuring that escalations are resolved efficiently and effectively.
• Coordinating with other IT departments to resolve crossfunctional issues and enhance overall IT service delivery.
• Identifying opportunities to improve desktop support processes workflows and tools and implementing best practices to enhance service quality and efficiency.
• Developing and maintaining comprehensive documentation for support procedures configurations and troubleshooting guides.
• Leading desktop supportrelated projects including system upgrades software deployments and hardware installations.
• Ensuring that projects are completed on time within scope and in alignment with organizational goals.
• Collaborating with IT leadership clinical departments and other stakeholders to understand their needs and provide tailored support solutions.
• Communicating technical information to nontechnical users in a clear and accessible manner.
• Tracking and analyzing key performance metrics for the desktop support team identifying trends and making datadriven recommendations for improvement.
• Preparing regular reports on team performance incident resolution times and customer satisfaction levels for IT leadership.
• Staying current with emerging technologies industry trends and best practices in desktop support.
• Encouraging team members to pursue professional development opportunities and certifications.
• Overseeing the use of the Kronos system for tracking time and attendance of the desktop support team. Ensuring accurate and timely recording of work hours approving timeoff requests and resolving any discrepancies in timekeeping.
• Other duties as assigned.

Required Qualifications:

• Req Bachelors Degree Degree in Computer Science or related field OR
• Req Associates Degree With 6 years experience plus relevant certification (such as CompTIA A Microsoft Certified IT Professional or similar)

• In lieu of degree must have additional relevant certifications (such as CompTIA A Microsoft Certified IT Professional or similar) and at least 10 years of experience in a senior or lead desktop support role.

• Req 6 years Handson experience in senior desktop support with a proven track record of handling complex technical issues and leading support teams.
• Req Experience in a leadership or supervisory role including mentoring and training junior staff managing technical escalations and overseeing desktop support operations.
• Req Experience in managing or leading technical projects such as software deployments system upgrades and process improvements.

• Req Indepth knowledge of operating systems (Windows macOS) office productivity software network connectivity and clinical application software.
• Req Proficiency in advanced troubleshooting installations upgrades and repairs of PCs and related hardware.
• Req Extensive experience with desktop management tools and technologies such as SCCM Intune or similar systems for software distribution patch management and system monitoring.
• Req Knowledge of IT best practices and methodologies for enhancing desktop support operations and driving continuous improvement. Ability to develop and implement efficient support processes and workflows.
• Req Strong leadership communication and interpersonal skills. Ability to handle highpressure situations manage multiple priorities and foster a collaborative team environment.
• Req Understanding of industry standards and emerging trends in desktop support and IT service management.

Preferred Qualifications:

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone ator by email at. Inquiries will be treated as confidential to the extent permitted by law.

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