Job Type: Contract

Job Category: IT

Job Description

Job Title: Desktop Support Lead (Mac Environment)

Location: Carlsbad, CA

Contract

Experience: 6–10 Years

Job Summary:
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.

Key Responsibilities:

• 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.

Required Skills:

• 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.

Required Skills