Position Summary
We are seeking a strategic and operationally-driven
Senior Team Lead to oversee our Desktop Support and Desktop Engineering functions. This individual will not only manage day-to-day operations and escalations but will drive for a modern, secure, and highly automated employee experience. The ideal candidate balances high-touch customer service with a
Continuous Service Improvement (CSI) mindset—leveraging automation, robust IAM practices, and rigorous asset and license management to drive down costs while scaling services. You will lead a high-performing team to ensure our global endpoint fleet is secure, compliant, and optimized for a cloud-first workforce.
Key Responsibilities
- Service Excellence & Metrics: Own the Raving Fan customer culture. Define and report on SLAs/KPIs, using data to identify trends and drive measurable service improvements.
- Automation & CSI: Lead a Continuous Service Improvement mindset. Implement AI based smart automations, zero-touch provisioning, employee self-service and lifecycle tasks (onboarding/off-boarding) to reduce manual toil.
- Security & Compliance: Partner with Cybersecurity to manage endpoint security, patch compliance, and access audits. Ensure all Windows and macOS devices meet company and HIPAA standards.
- IAM & License Management: Oversee user lifecycles within Okta/AD. Manage software licenses and hardware assets to ensure compliance and drive cost efficiency (reclaiming unused resources).
- Project Engineering: Lead desktop-related projects (OS migrations, hardware refreshes, SSO enhancements, licensing optimizations) from planning to completion, ensuring seamless integration with Enterprise IT goals.
Required Skills
- Experience: 8+ years in Desktop Support/Engineering, with 2+ years in a lead role.
- Technical Stack: Expert knowledge of Windows/macOS hardware and systems; proficiency in Okta and Active Directory.
- Automation & AI: Advanced scripting (PowerShell/Bash) and a passion for AI-driven workflows (LLMs for script generation, AI-agent automation for Tier 1 support) to accelerate productivity and enhance employee experience.
- Methodology: Proven track record in Continuous Service Improvement (CSI) and enforcing IT security best practices.
- Efficiency Mindset: Ability to identify and replace manual toil with scalable, automated solutions that improve the bottom line.
- Communication: Strong interpersonal skills with the ability to translate technical metrics into actionable insights for leadership.
Work Schedule
- Shift: EMEA Shift (India Afternoon hours) and on-call rotation.
- Flexibility: Occasional nights/weekends for key initiatives
Preferred:
- AI & Automation Leadership: Proven experience implementing AI-driven workflows (LLMs, AI-agents, or chatbots) to automate Tier 1 support and accelerate script generation.
- Modern IT Stack: Advanced proficiency in Okta, Active Directory, and Scripting (PowerShell/Bash) to drive cloud service efficiency and automated license management.
Culture is at our Core
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True Grit
- Personality: Be Minty
- Work Ethic: Be Rock Solid
- Community Outreach: Give Back
- Health and Wellness: Live Better
- Resource Efficiency: Do Más With Menos
About Us
Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you're a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you'll fit right in. We've got big plans, but we can't achieve them without you. Join us, and let's achieve greatness.
