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Desktop Support Lead

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Realign

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Location:
United States , Carlsbad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

46.00 USD / Hour
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Job Description:

We are seeking an experienced Desktop Support Lead with strong hands-on expertise in Mac environments to lead end-user support operations. The role involves managing L1/L2 desktop support teams, overseeing Mac device lifecycle management, ensuring SLA adherence, and delivering high-quality IT support services across the organization.

Job Responsibility:

  • Lead and mentor desktop support team supporting macOS and Windows environments
  • Provide advanced troubleshooting for macOS devices, applications, and hardware issues
  • Manage device provisioning, imaging, configuration, and asset lifecycle management
  • Administer and support Mac management tools (e.g., Jamf, Intune)
  • Ensure timely resolution of incidents, service requests, and escalations
  • Collaborate with security, network, and infrastructure teams for endpoint compliance
  • Maintain documentation, knowledge base articles, and process improvements
  • Monitor SLAs, KPIs, and drive continuous service improvement initiatives

Requirements:

  • Strong hands-on experience with macOS troubleshooting and support
  • Experience with Mac device management tools (Jamf Pro, Apple Business Manager, MDM)
  • Knowledge of Active Directory, Azure AD, Office 365, VPN, and endpoint security tools
  • Experience in leading desktop support teams in enterprise environments
  • ITIL knowledge and strong incident/problem management skills

Additional Information:

Job Posted:
March 21, 2026

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