Description
Key Responsibilities
Supervisory Leadership
Direct and supervise local field technicians, including daily task assignments, workload balancing, and performance monitoring.
Conduct regular one-on-one check-ins and team huddles to ensure alignment with operational goals and SLA commitments.
Ensure accountability by enforcing consistent adherence to established processes and procedures across the team.
Mentor junior technicians and facilitate career development through coaching and structured feedback.
Lead onboarding and training programs for new technicians to drive rapid integration and productivity.
Resource Management & Operational Oversight
Assess staffing needs and recommend resource adjustments to meet site demands and SLA targets.
Coordinate with the Engagement Manager to optimize technician coverage across multiple locations.
Track resource utilization, technician productivity, and support trends to inform planning and decision-making.
Technical Expertise & Escalation Support
Provide advanced technical support for Windows OS, Active Directory, Office 365 (including Teams and OneDrive), endpoint security tools, and remote support technologies (e.g., Bomgar, RDP).
Serve as the first point of escalation for unresolved or complex desktop issues, driving timely root cause analysis and resolution.
Deliver high-touch, discreet support for VIP and executive users.
Process Improvement & Collaboration
Monitor and manage ticket queues via ServiceNow, ensuring timely updates, accurate documentation, and SLA compliance.
Lead knowledge-sharing sessions; contribute to the development, refinement, and maintenance of SOPs and technical documentation.
Collaborate with site managers and TGS leadership to align support services with evolving business needs and site priorities.
Contribute to continuous improvement and strategic initiatives across field service operations.
Metrics & Reporting
Track and report site-level performance metrics, SLA attainment, support trends, and user satisfaction.
Identify improvement opportunities and implement corrective actions to enhance service quality and efficiency.
Required Qualifications
3+ years of experience in desktop support, including team leader, senior technician, or supervisory responsibilities.
Strong knowledge of Windows OS, Active Directory, Office 365, and endpoint security tools.
Hands-on experience with ServiceNow or a comparable ITSM platform.
Excellent troubleshooting, communication, and customer service skills.
Demonstrated ability to lead by example, mentor junior technicians, and manage resources across a designated location.
Familiarity with pharmaceutical or other regulated environments is a plus.
Additional Skills & Qualifications
Required Qualifications:
1. 3-5 years of Desktop Support experience in a corporate environment
2. Must have a broad knowledge of Windows OS, Active Directory, Microsoft Office 365, OneDrive
3. Experience using remote desktop tools like Bomgar/RDP
4. Experience supporting virtual meeting tools; preferably MS Teams
5. Experience with Service Now ticketing system
6. Must possess a strong customer service orientation.
7. Must be adaptive and flexible and have good problem-solving skills.
8. Must be able to communicate effectively both verbally and in writing.
Job Type & Location
This is a Contract position based out of Worcester, MA.
Pay and Benefits
The pay range for this position is $ $33.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• 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)
Workplace Type
This is a fully onsite position in Worcester,MA.
Application Deadline
This position is anticipated to close on Feb 14, 2026.
h4>About TEKsystems:
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.
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.
About TEKsystems and TEKsystems Global Services
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
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.