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Desktop Support Team Lead

IT | Framingham, MA | Full Time

Job Description

Definitive Healthcare is a rapidly growing data and analytics provider of the most up-to-date, comprehensive, and integrated information on hospitals, physicians, and other healthcare providers.

Recently honored by the Boston Globe as the #3 Best Place to Work, and by the Boston Business Journal as the 11th fastest growing private company in Massachusetts; Definitive has more than doubled in size in the past 2 years to almost 250 employees.  Our expansion has created the need for an experienced and dedicated Desktop Support Team Lead to join our IT team.

Your challenge:

You will lead a small team of Desktop Support Technicians in supporting a fast paced, and quickly evolving employee base. You’ll help to develop, execute, and maintain current and new processes that support and strengthen the organization’s use of technology. If you love the idea of leading and mentoring a newly created team and putting effective processes in place, all while still working hands on with technology, then this role is for you!

Here are some things you’ll tackle:

  • Act as the technical lead and escalation point in diagnosing and resolving any and all end user technical issues
  • Mentor and train junior level desktop support technicians
  • Install, configure, and troubleshoot hardware and software
    • Hardware including desktps, laptops, network equipment, etc. 
    • Software including operating systems, desktop software, and custom applications
  • Handle routine desktop support tasks and field end user requests
  • Escalate complex problems to the appropriate people
  • Work with the VP of IT to develop processes and guidelines for various operational areas within the group
  • Record, track, and maintain equipment inventory in inventory management system
  • Monitor queue and prioritize daily workload and long-term projects; track incidents and requests to ensure timely resolution
  • Assist in the onboarding of new employees in relation to all technology and equipment needs
  • Lead and manage the deployment of software and hardware updates
  • Participate in and potentially lead bigger, more complex projects as needed

What you’ll need:

  • 5-7 years of experience in desktop support
  • Minimum 2 years in a leadership role within a desktop support or helpdesk team
  • Advanced skills in the standard tools, concepts, and practices of end user technical support and incident management
  • Strong ability to analyze root cause and troubleshoot technical issues independently
  • Working knowledge of desktop operating systems and software including Microsoft Office products
    • Windws 10, Office 365, Microsoft Deployment Toolkit, Windows Deployment Server
  • Experience with packaging and building of silent installers
  • Experience with Dell hardware, and PDQ asset manager
  • Customer service orientation, and a dedication to supporting end users  
  • Ability to thrive in a fast paced and dynamic environment, with ever changing priorities and tasks
  • Knowledge of HP Networking, a plus
  • Knowledge of Dell SonicWall, a plus

Why we love Definitive, and why you will too!

  • Industry leading products
  • Work hard, and have fun doing it
  • Incredibly fast growth means limitless opportunity
  • Flexible and dynamic culture
  • Work alongside some of the most talented and dedicated teammates
  • DefinitiveCares, our community service group, gives all of us a chance to give back
  • Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

“Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”
-Business Development Manager

“Great team. Amazing growth. Employees are treated very well.”
-Research Analyst

“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”
-Profile Analyst