Location: Birmingham, AL (Hybrid eligible) Department: Information Technology Employment Type: Full-Time
American Family Care (AFC), a leader in accessible healthcare, is seeking a Senior Desktop Support Lead to elevate our IT support operations. If you thrive on solving complex technical challenges, mentoring teams, and driving innovation, this is your opportunity to make a significant impact in a fast-paced enterprise environment.
Why Join AFC?
Make a meaningful impact on healthcare by supporting frontline medical professionals.
Enjoy a collaborative, mission-driven work culture.
Work with modern tools and help drive digital transformation into a growing national brand.
Competitive compensation, benefits, and growth opportunities.
Responsibilities:
Lead and Mentor: Guide a talented desktop support team, ensuring high performance, clear task ownership, and adherence to service level agreements (SLAs).
Resolve Complex Issues: Serve as the final escalation point for technical problems related to hardware, software, networking, and peripherals.
Enhance IT Operations: Monitor incident queues, identify trends, and implement proactive strategies to reduce recurring issues.
Ensure Security Compliance: Administer user accounts, device configurations, and software installations in alignment with security protocols and best practices.
Collaborate Across Teams: Partner with infrastructure, cybersecurity, and application teams to support projects and streamline IT initiatives.
Documentation & Training: Create technical documentation and deliver training to improve user adoption and efficiency.
Vendor Management: Oversee third-party support relationships and coordinate the procurement of IT tools and resources.
Qualifications:
5+ years of hands-on experience in enterprise desktop support or IT administration.
Prior team leadership or supervisory experience (formal or informal).
Deep technical knowledge of Windows OS, Microsoft 365, endpoint security, and imaging solutions.
Familiarity with networking concepts (TCP/IP, DHCP, DNS, VPN) and basic troubleshooting.
Proven troubleshooting ability with a focus on root cause analysis and long-term solutions.
Strong communication and interpersonal skills—able to clearly translate tech-speak into business value.
Experience in healthcare or other regulated industries is a plus.
Security certifications (e.g., CompTIA Security+, CISSP, or equivalent) are a bonus.