Job ID: JOB_ID_1644
Position Summary
We are looking for a dedicated and proactive Desktop Support Engineer to lead and manage our End User Computing (EUC) operations in Carlsbad, CA. This onsite role is vital for maintaining the productivity of our workforce by ensuring that all hardware and software systems are functioning at peak performance. You will serve as a technical lead, overseeing L1 and L2 support teams and acting as the primary point of contact for high-priority escalations and VIP support requests.
Core Responsibilities
- Lead and manage daily EUC and Desktop support operations across multiple user locations, ensuring a consistent and high-quality service experience.
- Monitor and manage incident queues to ensure timely resolution of service requests and escalations within strictly defined Service Level Agreements (SLAs).
- Supervise and mentor a team of desktop support engineers, providing technical guidance, performance feedback, and professional development opportunities.
- Conduct thorough Root Cause Analysis (RCA) for recurring technical issues to implement permanent fixes and prevent future disruptions.
- Manage the deployment, patching, and compliance of all endpoints using modern management tools such as Microsoft Endpoint Configuration Manager (SCCM) and Intune.
- Provide specialized technical support for VIP users, ensuring their unique technology needs are met with discretion and efficiency.
- Drive team performance through the tracking and analysis of Key Performance Indicators (KPIs) and quality assurance checks.
- Organize and conduct periodic training sessions to keep the support team updated on emerging tools, security protocols, and hardware technologies.
The Importance of Modern Desktop Management
In 2026, the role of a Desktop Support Engineer has evolved from simple troubleshooting to comprehensive endpoint orchestration. With the rise of hybrid work models and increasing cybersecurity threats, managing the health and security of every device is a critical business function. This role requires a deep understanding of cloud-based management through Intune and the ability to automate software delivery and OS deployment. You will be at the forefront of ensuring that our infrastructure is not only functional but also secure and compliant with industry standards. Your leadership will be key in fostering a culture of technical excellence and customer-centric support within the IT department.
Technical Qualifications
- Extensive experience in desktop support and EUC management within a corporate environment.
- Expert-level proficiency with SCCM, Intune, and Active Directory.
- Strong troubleshooting skills across Windows and macOS platforms, as well as mobile device management (MDM).
- Proven ability to lead technical teams and manage complex projects such as hardware refreshes or OS migrations.
- Excellent interpersonal skills, with a focus on providing exceptional service to executive-level users.
- Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator Associate or CompTIA A+ are highly desirable.
Special Requirements
Onsite at Carlsbad, California; 12+ Months duration; VIP users support
Compensation & Location
Salary: $75,000 – $105,000 per year (Estimated)
Location: Carlsbad, CA
Recruiter / Company – Contact Information
Recruiter / Employer: KK Software Associates
Email: amit.k@kksoftwareassociates.com
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