Print and Deskside Support Lead

We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents
• Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics
• Experience with enterprise print applications that will be used to monitor, test, and upgrade firmware for network printers. 
• Experience troubleshooting a wide range of print/scan functionality including scan-to-email and using PIV authentication to print documents. 
• Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
• Interface with technical teams (Server, Network, Security) to help resolve complex printer issues
  Support remediation of security vulnerabilities by applying certificates and upgrading printer firmware
• Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition
• Support user lifecycle activities including onboarding, offboarding, and MACD requests
• Maintain documentation and knowledge records within ServiceNow ITSM
• Participate in stakeholder meetings to drive service improvement initiatives

Required:

• AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification
• 5+ years of Tier II/III deskside support experience in enterprise or federal environments
• Demonstrated experience leading or mentoring technical support teams
• Hands-on experience with enterprise print environment administration and troubleshooting
• Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools
• Strong documentation skills and experience with ServiceNow or similar ITSM platforms
• Ability to obtain and maintain a Public Trust federal clearance

Preferred:

• Experience supporting federal agency IT environments
• Knowledge of NIST security standards and asset disposition procedures
• ITIL Foundation certification or equivalent experience