Desktop Support Team Lead

• Lead and support a team of desktop support technicians providing guidance coaching and performance feedback
• Serve as the primary escalation point for complex technical issues involving hardware software and network connectivity
• Ensure timely resolution of tickets in alignment with SLAs and service standards
• Monitor ticket queues workload distribution and team performance metrics
• Provide hands-on support for end-user issues including desktops laptops mobile devices and peripherals
• Manage onboarding and offboarding processes including device setup and access provisioning
• Maintain and enforce IT policies procedures and security protocols
• Collaborate with infrastructure network and security teams to resolve cross-functional issues
• Identify trends in support requests and implement process improvements to enhance efficiency
• Assist in asset management inventory tracking and lifecycle planning for IT equipment
• Support software deployments updates and patch management
• Contribute to documentation knowledge base development and standard operating procedures

• Comply with all company policies and procedures.
• Prompt punctual and regular attendance during core business hours in an office environment currently located in the Central Park area of Denver including a reliable means of transport to and from work. Ability to occasionally travel between corporate offices and job sites within the Denver Metro Area during work hours.
• All employees are accountable for safety and health and are empowered to stop work if an unsafe condition is present. Employees should immediately notify their supervisor so that the hazard may be corrected.

• While performing the duties of this job the employee is regularly required to: stand sit talk hear and use hands and fingers to operate a computer telephone and a variety of office equipment.
• Occasionally may need to reach stoop or kneel.
• Specific vision abilities required by this job include close vision requirements due to computer work.

• Bachelors degree in Information Technology Computer Science or related field (or equivalent experience)
• 5 years of desktop support or IT support experience
• 12 years of leadership or team lead experience preferred
• Strong knowledge of Windows and/or macOS environments
• Experience with Active Directory Microsoft 365 and endpoint management tools
• Familiarity with ticketing systems (e.g. ServiceNow Jira Zendesk)

• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication abilities
• Leadership and team development skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong organizational and documentation skills
• Ability to work collaboratively across teams

• IT certifications (e.g. CompTIA A Network Microsoft certifications)
• Experience with ITIL frameworks or service management best practices
• Experience supporting hybrid or remote work environments

RK Industries LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or any other status protected by applicable law