Desktop Support Lead

Desktop Support Lead

This role is onsite and based at our Corporate Headquarters in Livonia, MI. The Desktop Support Lead is required to be onsite Monday through Friday. The team managed by this role consists of contract and vendor resources, responsible for outsourced Level 1 helpdesk support. As a strategic and hands-on leader, the Desktop Support Lead acts as a player/coach—actively supporting the help desk, resolving escalated support tickets, and driving continuous improvement in client services. The role oversees both onsite and remote support operations, ensuring seamless technology experiences for all users in a hybrid work environment. Performance in this role is driven by key performance indicators (KPIs) and a strong focus on customer service and service delivery, with an emphasis on optimizing team performance and fostering a culture of accountability and excellence.

Core Responsibilities

1. Lead and coach the Desktop Support team, fostering a culture of learning, collaboration, and accountability.
2. Oversee ticket escalation from Level 1 support, ensuring timely and effective resolution using ServiceNow and other tools.
3. Implement and refine standard operating procedures, focusing on automation, self-service, and knowledge management.
4. Drive results by influencing stakeholders across multiple teams and business units, fostering alignment and shared ownership of support initiatives in a decentralized environment.
5. Manage vendor and partner relationships, holding them accountable for service delivery and contract compliance.
6. Provide onsite and remote support for corporate facilities, including device provisioning, troubleshooting, and user onboarding.
7. Navigate and support a decentralized business environment, adapting support strategies to meet the unique needs of diverse user groups and locations. Champion standardization where possible, while respecting local autonomy and innovation.
8. Build and maintain strong relationships with business unit leaders, vendors, and cross-functional teams. Facilitate regular feedback loops and collaborative problem-solving sessions to ensure support services meet evolving business needs.
9. Establish and track key performance indicators (KPIs) for support operations, ensuring transparency and accountability in service delivery across all business units.
10. Lead change initiatives to improve support processes and technology adoption, leveraging data-driven insights and feedback from a broad stakeholder base. Foster a culture of continuous improvement and innovation.
11. Stay current with emerging technologies, AI-driven support tools, and industry trends; recommend and implement relevant solutions.

Critical Qualifications & Skills

• Advanced proficiency with ServiceNow and ITSM frameworks (ITIL, etc.).
• Experience supporting hybrid and remote work environments, including cloud-based collaboration tools.
• Strong analytical, troubleshooting, and technical skills, with a focus on automation and process optimization.
• Excellent interpersonal, leadership, and coaching abilities.
• Outstanding written and verbal communication, with the ability to translate technical concepts for non-technical audiences.
• Proven vendor management skills.
• Commitment to continuous learning and professional development for self and team.

Preferred Competencies

• Exposure to AI, automation, and analytics in IT support.
• Ability to drive change, influence stakeholders, and lead cross-functional initiatives.
• Demonstrated success in improving customer satisfaction and operational efficiency.

Experience

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. Minimum 2 years of experience with ServiceNow or similar ITSM tools. Prior experience leading support teams in a dynamic, multi-site environment.

Company: Masco

Full timeHiring Range: $23.20 - $36.41Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.