About the Role
We are seeking a highly hands-on Desktop & Application Support Lead for a full-time position providing daily onsite technology support to business users in Atlanta and managing a team of 3–5 support professionals based in India.
The Lead will personally troubleshoot and resolve technical issues while coordinating team activities and working closely with business stakeholders. Strong, current technical skills, clear communication, and active involvement in day-to-day support are essential.
Key Responsibilities
- Personally troubleshoot and resolve desktop, laptop, peripheral, operating-system, connectivity, and business-application issues.
- Provide responsive onsite support to business users, understand their daily needs, and take ownership of issues through resolution.
- Support Microsoft 365, Outlook, Teams, and other workplace and business applications.
- Manage a 3–5 member support team in India, including work allocation, prioritization, coaching, escalations, and service-quality reviews.
- Coordinate daily onsite and offshore activities, ensuring clear handoffs and appropriate overlap across time zones.
- Manage incidents and service requests, maintain accurate ticket records, and meet agreed service levels.
- Lead critical incident resolution and communicate business impact, progress, and next steps to stakeholders.
- Collaborate with infrastructure teams, application owners, and vendors to resolve complex issues.
- Support employee onboarding and offboarding, device provisioning, and access requests according to company policies.
- Investigate recurring issues and implement improvements that reduce disruptions and repeat tickets.
- Maintain troubleshooting guides, support procedures, and knowledge-base articles.
- Monitor ticket backlogs, service performance, and user satisfaction.
Required Qualifications
- 5+ years of hands-on experience in desktop support, end-user computing, IT support, or application support.
- Demonstrated ability to lead a small support team while remaining actively involved in technical troubleshooting and daily ticket resolution.
- Experience coordinating with offshore teams, preferably in India.
- Strong troubleshooting skills with Windows desktops and laptops, Microsoft 365, and common enterprise applications.
- Working knowledge of Active Directory / Microsoft Entra ID, user access management, and endpoint support.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Experience with ServiceNow, Jira Service Management, or a comparable ticketing platform.
- Ability to investigate application issues, document reproducible steps, and collaborate with technical teams on resolution.
- Strong communication, customer-service, organizational, and business stakeholder-management skills.
- Ability to work onsite in Atlanta five days per week and coordinate daily with the team in India.
Preferred Qualifications
- Experience supporting business-critical enterprise applications.
- Familiarity with Microsoft Intune, SCCM, or comparable endpoint-management tools.
- Basic PowerShell scripting or support-task automation experience.
- Familiarity with ITIL incident, problem, and change-management practices.
- Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications.
Compensation & Benefits
We offer a competitive salary based on experience and qualifications, along with an attractive benefits package designed to support employee well-being and long-term financial security. The role also offers opportunities for professional development, leadership growth, and long-term career advancement.
Specific compensation and benefits details will be discussed during the hiring process.
Work Authorization
Candidates must be authorized to work in the United States. U.S. citizens, permanent residents, and qualified H-1B candidates are welcome to apply. Any required sponsorship or transfer arrangements will be evaluated individually.