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About the Role

Provide advanced 2nd and 3rd level support for Apple and PC hardware, software, and operating systems, while leading a team of desktop support professionals. Serve as the primary escalation point for complex technical issues and drive team performance, coaching, workload prioritization, and customer service delivery.

Responsibilities

• Lead, mentor, and develop Desktop Support Technicians.
• Manage daily team operations, including ticket queue management, workload balancing, and escalation assignments.
• Conduct coaching, training, and knowledge-sharing sessions.
• Partner with management on staffing needs, performance management, and employee development.
• Establish and monitor service delivery standards, ensuring adherence to SLAs and operational objectives.
• Serve as the primary point of contact for high-priority incidents, customer escalations, and service-related concerns.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Assist in interviewing, onboarding, and training new team members.
• Provide input on team goals, performance evaluations, and career development planning.
• Coordinate cross-functional support efforts with Infrastructure, Security, Network, and Application teams.

Requirements

• Advanced 2nd and 3rd level support of hardware, software, and operating systems for Apple and PC-based computing platforms.
• Seasoned, experienced professional with a full understanding of industry practices and company policies and procedures.
• Resolves a wide range of issues in imaginative as well as practical ways.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates strong leadership, sound judgment, and decision-making skills.
• Interact with senior internal and external personnel.
• Understanding of Landesk, Casper Computer Management, and ServiceNow ticketing systems is a plus.

Skills

• Apple hardware, software, and operating systems support
• PC hardware, software, and operating systems support
• Team leadership
• Mentoring
• Coaching
• Customer service
• Technical support
• Issue resolution
• Performance management
• Service delivery standards
• SLA adherence
• Cross-functional collaboration

Location

• San Francisco, CA

Work Type

• Contract
• Onsite

Experience Level

• Lead
• Senior

Salary/Compensations

• $45.00 - $50.00/hr

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

• We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
• We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

Equal Opportunity

• The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
• San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
• Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.