Print and Deskside Support Lead

and Deskside Support Lead

Description

We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices.

Responsibilities

Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents

Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments

Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics

Experience with enterprise print applications that will be used to monitor, test, and upgrade firmware for network printers.

Experience troubleshooting a wide range of print/scan functionality including scan-to-email and using PIV authentication to print documents.

Dispatch and coordinate warranty/maintenance repair with 3rd party vendor

Interface with technical teams (Server, Network, Security) to help resolve complex printer issues

Support remediation of security vulnerabilities by applying certificates and upgrading printer firmware

Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition

Support user lifecycle activities including onboarding, offboarding, and MACD requests

Maintain documentation and knowledge records within ServiceNow ITSM

Participate in stakeholder meetings to drive service improvement initiatives

Qualifications

Required:

AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification

5+ years of Tier II/III deskside support experience in enterprise or federal environments

Demonstrated experience leading or mentoring technical support teams

Hands-on experience with enterprise print environment administration and troubleshooting

Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11

Experience with endpoint management tools such as IBM BigFix or Microsoft Intune

Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools

Strong documentation skills and experience with ServiceNow or similar ITSM platforms

Ability to obtain and maintain a Public Trust federal clearance

Preferred:

Experience supporting federal agency IT environments

Knowledge of NIST security standards and asset disposition procedures

ITIL Foundation certification or equivalent experience

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.