Desktop Support Team Lead

As a Desktop Support Manager, you will lead and manage a team of Desktop Support Engineers. Your responsibilities will include providing coaching, conducting performance reviews, and overseeing career development for team members. You will assign tasks, monitor progress, and ensure SLA compliance for all support tickets. Additionally, you will cultivate a collaborative, customer-focused culture within the team. Key Responsibilities: - Lead and manage a team of Desktop Support Engineers - Provide coaching, performance reviews, and career development - Assign tasks, monitor progress, and ensure SLA compliance - Foster a collaborative, customer-focused culture within the team Operational Oversight: - Oversee user onboarding and offboarding processes - Ensure asset readiness and compliance with security standards - Manage installation of hardware, operating systems, and application software - Track, audit, and control inventory for asset lifecycle - Drive adherence to IT & IS policies, ITIL standards, and SOPs Technical Support & Escalation: - Provide guidance on L1 & L2 ticket resolution - Act as an escalation point for complex issues - Coordinate with vendors for troubleshooting and upgrades - Ensure timely execution of upgrades and user data backups Process Improvement & Documentation: - Maintain and improve ITSM ticketing processes based on ITIL standards - Prepare and update SOPs for desktop support operations - Identify opportunities for automation and efficiency improvements Stakeholder Collaboration: - Work closely with global IT teams to align support processes - Share best practices with global IT teams - Communicate effectively with business stakeholders for a seamless support experience Qualifications & Experience: - Bachelor's degree or diploma in Computer Science, Information Technology, or related field - 6+ years of experience in desktop support or IT roles - At least 2+ years in a leadership or team lead capacity - Strong knowledge of Windows operating systems and common software applications - Familiarity with basic network configurations and troubleshooting - Experience managing IT assets and ticketing systems (ITIL-based) - Excellent leadership, problem-solving, and communication skills Preferred Qualifications: - Certifications: ITIL Foundation, Microsoft Certified Professional (MCP), or equivalent - Exposure to cloud-based tools and remote support technologies - Experience in vendor management and procurement processes As a Desktop Support Manager, you will lead and manage a team of Desktop Support Engineers. Your responsibilities will include providing coaching, conducting performance reviews, and overseeing career development for team members. You will assign tasks, monitor progress, and ensure SLA compliance for all support tickets. Additionally, you will cultivate a collaborative, customer-focused culture within the team. Key Responsibilities: - Lead and manage a team of Desktop Support Engineers - Provide coaching, performance reviews, and career development - Assign tasks, monitor progress, and ensure SLA compliance - Foster a collaborative, customer-focused culture within the team Operational Oversight: - Oversee user onboarding and offboarding processes - Ensure asset readiness and compliance with security standards - Manage installation of hardware, operating systems, and application software - Track, audit, and control inventory for asset lifecycle - Drive adherence to IT & IS policies, ITIL standards, and SOPs Technical Support & Escalation: - Provide guidance on L1 & L2 ticket resolution - Act as an escalation point for complex issues - Coordinate with vendors for troubleshooting and upgrades - Ensure timely execution of upgrades and user data backups Process Improvement & Documentation: - Maintain and improve ITSM ticketing processes based on ITIL standards - Prepare and update SOPs for desktop support operations - Identify opportunities for automation and efficiency improvements Stakeholder Collaboration: - Work closely with global IT teams to align support processes - Share best practices with global IT teams - Communicate effectively with business stakeholders for a seamless support experience Qualifications & Experience: - Bachelor's degree or diploma in Computer Science, Information Technology, or related field - 6+ years of experience in desktop support or IT roles - At least 2+ years in a leadership or team lead capacity - Strong knowledge of Windows operating systems and common software applications - Familiarity with basic network configurations and troubleshooting - Experience managing IT assets and ticketing systems (ITIL-based) - Excellent leadership, problem-solving, and communication skills Preferred Qualifications: - Certifications: ITIL Foundation, Microsoft Certified Professional (MCP), or equivalent - Exposure to cloud-based tools and remote support technologies - Experience in vendor management and procurement processes