A Desktop Support Team Lead
Supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support.
Key Responsibilities and Duties:
• Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters. • Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets. • Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals. • Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency. • Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves.
Required Skills and Qualifications:
Experience: Minimum of 3 years in desktop support or similar roles with previous leadership experience.
Technical Knowledge: Proficiency in Windows, Mac OS, Active Directory, network troubleshooting, and imaging tools.
Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities.