Desktop Operations Lead

Datavant

. Run daily operations of the Desktop Operations team as a senior, hands-on working lead .

Posted 10/15/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in desktop engineering and incident management, with a strong focus on operational efficiency, team leadership, and effective communication. Proficient in utilizing ITIL-aligned processes and tools to drive improvements and ensure high-quality service delivery.

Highest-signal resume keywords

Desktop EngineeringIncident ManagementITIL ProcessesMicrosoft IntuneJira

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Device ManagementConfigurationProvisioningOS DeploymentPatchingIAM PrinciplesSSOMDM ToolingTroubleshootingOperational Documentation

Soft Skills

LeadershipCoachingCommunicationOrganizational SkillsJudgment

Tools & Technologies

Microsoft EntraMosyleJamfConfiguration ManagerSCCMITSMIncident.io

Certifications & Qualifications

ITIL Foundation

Industry Keywords

Desktop SupportTicketing SystemKPI TrackingSLA ManagementRemote Workforce Support

Tech Stack

Tools & technologies

ITSMJamf

About the role

Key responsibilities & impact

Run daily operations of the Desktop Operations team as a senior, hands-on working lead
Serve as the main escalation point for urgent and high-impact issues
Coach team members, triage and direct work, and propose operational and business decisions
Perform quick queue sweeps for major incidents, whole-office incidents, executive impact, aging tickets, reopened tickets, and tickets nearing SLA
Coordinate major desktop and endpoint incidents through resolution
Identify recurring escalation themes and feed them into longer-term fixes
Spot-check completed tickets for quality and consistency
Monitor documentation quality and ensure technicians maintain weekly documentation
Track KPIs and SLAs including resolution time, reopen rate, CSAT, backlog, and ticket aging
Provide the Manager with regular metrics summaries covering trends and root causes
Drive permanent fixes, automation, workflow improvements, and reduced ticket volume
Lead an ITIL-aligned ticket priority and impact framework project with the Jira team
Advise and oversee office-related escalations and improvements
Coordinate delegated office project work and monitor AV, vendor, hardware, and asset needs
Provide technical mentorship and coaching
Identify skill gaps, training needs, and workload imbalances and advise the Manager
Represent Desktop Operations in delegated projects and cross-team meetings
Serve as a day-to-day contact for partner teams
Independently make escalation-routing, triage, coaching, quality, operational-direction, and delegated office-project decisions
Recommend process, workflow, SOP, office-process, tooling, policy, hiring, development, and performance changes for Manager approval

Requirements

What you’ll need

At least 5 years of progressive, hands-on desktop support or desktop engineering experience
Track record of informal leadership, including mentoring peers, owning incidents from start to finish, and serving as a trusted escalation point
Strong incident management and troubleshooting skills under pressure
Desktop engineering knowledge covering device management, configuration, provisioning and imaging, OS deployment, and patching
Familiarity with IAM principles and SSO; environment uses Microsoft Entra
Hands-on endpoint and MDM tooling experience across Windows and Mac
Experience with Microsoft Intune for Windows and Mosyle for Mac, or comparable platforms such as Jamf or Configuration Manager/SCCM
Working knowledge of ITSM and ITIL processes and tooling
Experience with Jira and incident.io
Strong written and verbal communication, including explaining technical details to non-technical people
Good organizational skills and sound judgment about what to handle and what to escalate
Experience supporting a distributed workforce across remote and physical office environments
ITIL Foundation or familiarity with incident, problem, and change management is nice to have
Experience building or maintaining SOPs, runbooks, and operational documentation is nice to have
Familiarity with reporting and metrics tooling and dashboards is nice to have
Must be able to work in the United States; this job is not eligible for employment sponsorship
May be subject to post-offer health screenings and vaccination requirements

Benefits

Comp & perks

Post-offer health screenings and proof and/or completion of vaccinations such as flu shot, Tdap, and COVID-19, subject to client requirements
Possible vaccination exemptions depending on the state and qualifying circumstances
Reasonable accommodations for individuals with physical and mental disabilities
Equal employment opportunity and nondiscrimination protections
Voluntary anonymous demographic questions that do not affect the application or hiring process