Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Lead Desktop Support Specialist provides advanced, frontline support for end users’ computing needs in a hybrid environment (on-site and remote). This role is responsible for hands-on troubleshooting and resolution of issues related to computers, peripherals, printers, and mobile devices; user onboarding and offboarding; account and access management; software installations and updates; and network connectivity. The Lead is a primary escalation point for complex or persistent issues, works closely with cross-functional IT teams, and mentors junior technicians.-
Some of What You'll Do
Scope of the Role:
Direct Reports:
This is an individual contributor role with no direct reports.
Core Responsibilities:
• Deliver advanced hands-on and remote support for Windows/Mac workstations, hardware accessories, printers, and corporate mobile devices.
• Manage onboarding and offboarding tasks, including device provisioning, account setup, permissions, and recovery of assets.
• Administer Email distribution lists, i.e., create and manage distributions lists and shared mailboxes in Microsoft Exchange.
• Troubleshoot and install business applications and coordinate with Endpoint Management for software deployment.
• Provide engineering level support for Office 365 desktop applications, including OneDrive, Teams, and Outlook.
• Investigate and resolve LAN/WiFi/VPN connectivity issues, collaborating with the network and infrastructure teams when necessary.
• Enforce device security and compliance policies (Intune, MFA, password standards)
• Track, replace, and update hardware assets. Support annual asset inventory and audits. Update asset ownership records.
• Serve as an escalation point for unresolved service desk tickets or complex incidents, and coordinate with specialized resolver groups
• Participate in software lifecycle management for user devices, including managing software whitelisting.
• Work with vendor support contacts to resolve technical issues within the end user computing environment.
Required Qualifications:
• 5+ years’ experience in desktop support, with a strong technical background in Windows and Mac environments.
• Advanced troubleshooting skills for hardware, software, and network issues in a corporate setting.
• Experience supporting Office 365, Active Directory, MFA, Exchange, Intune, SCCM, and endpoint security tools.
• Proven ability to manage onboarding/offboarding, asset tracking, and compliance tasks.
• Excellent communication, organization, and documentation skills.
• Ability to independently resolve escalated issues and coordinate with multiple IT teams.
• Industry certifications like MSCA, MCSE, CompTIA A+ or Network+.
• Strong written and oral communication skills
• Strong reporting, and documentation skills
• Strong time management and organizational skills
• Provide high-priority, white-glove support to executives, directors, and vice presidents at headquarters, ensuring rapid incident resolution, and exceptional communication for sensitive or business-critical issues.
Additional Notes:
The role is highly hands-on, with frequent in-person tasks (hardware swaps, device setup) as well as remote support for remote users. The role is expected to be in the office Monday-Friday.
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.
Top Skills
What We Do
Syniverse is the world’s most connected company, revolutionizing how businesses connect, engage, and exchange with their customers. For decades, we’ve delivered the innovative software and services that transform mobile experiences and power the planet. Our secure global network reaches almost every person and device on Earth. Our communications platform is industry-recognized as the best of its kind. And each year, we process over $35 billion in transactions, revolutionizing how goods and services are exchanged. Which is why the most recognizable brands — nearly every mobile communications provider, the largest global banks, the world’s biggest tech companies, and thousands more — rely on us to shape their future. Thank you for connecting with Syniverse on LinkedIn. Our LinkedIn page is designed to be an environment where members can engage in respectful and encouraging conversation. All comments – whether in agreement or not – are welcomed and encouraged to foster lively conversation. Accordingly, when responding to a post, we ask that you keep your response respectful, and while we may not be able to monitor every post, please be aware that we reserve the right to remove posts and all material deemed inappropriate, at our discretion. This includes, but is not limited to, abusive, threatening, offensive, hateful, derogatory, spam, fraudulent, deceptive, disruptive, and marketing messages and content. Any violation of these rules may result in being banned, at our discretion.
