Desktop Lead / Manager

Job Description

Job Description

Role : Desktop Lead / Manager

Location : Pittsburgh PA – Onsite

Position Type : Contact

Team Leadership & Coordination

• Lead and coordinate service delivery teams (internal and external).
• Provide guidance, coaching, and support to team members.
• Foster a culture of continuous improvement and accountability.
• Reporting & Documentation
• Produce regular reports on service performance, incidents, and trends.
• Maintain accurate documentation of processes, procedures, and configurations.
• Support audits and compliance activities.
• Continuous Improvement
• Identify opportunities to improve service quality and efficiency.
• Implement best practices and frameworks (e.g., ITIL, COBIT).
• Drive automation and innovation in service delivery.
• Risk & Compliance Management
• Ensure IT services comply with regulatory and security requirements.
• Manage risks related to service delivery and business continuity.
• Support disaster recovery and incident response planning.

Continuous Improvement