L2 IT Support & Desktop Operations Lead

Job Description

The L2 IT Support & Desktop Operations Lead oversees second-level technical support for end users across manufacturing plants and corporate offices. The role manages desktop infrastructure, user support services, system troubleshooting, and incident resolution while ensuring minimal business disruption. The lead coordinates support teams, improves service delivery processes, and maintains IT service standards. This position also supports endpoint security, software deployment, and continuous improvement initiatives.

Key Responsibilities
Provide Level 2 technical support for hardware and software issues.
Lead desktop support operations across multiple locations.
Troubleshoot Windows operating systems and enterprise applications.
Manage desktop imaging, software deployment, and device configuration.
Support Microsoft 365, printers, and peripheral devices.
Monitor IT service tickets and ensure SLA compliance.
Coordinate with infrastructure and network teams for issue resolution.
Maintain endpoint security and antivirus compliance.
Create technical documentation and knowledge base articles.
Train junior support engineers and improve support processes.