Job Description: Desktop Support Engineer Lead

Location: Bangalore / Gurgaon

Experience: 5–7 Years (Relevant Experience as a Lead)

Job Summary

We are looking for an experienced Desktop Support Engineer Lead with strong technical expertise and proven team-handling capabilities to manage day-to-day desktop support operations. The candidate will be responsible for leading the support team, resolving technical issues, managing escalations, and ensuring timely IT service delivery.

Key Responsibilities

Lead, manage, and coordinate the desktop support team to ensure smooth day-to-day IT operations.

Allocate tasks, monitor team performance, and ensure timely resolution of support tickets within defined SLAs.

Provide technical guidance, training, and assistance to team members.

Handle escalations related to hardware, software, operating systems, printers, and other IT peripherals.

Oversee the installation, configuration, maintenance, and troubleshooting of desktops and laptops.

Manage incident tracking, service requests, and escalation processes.

Ensure effective team coordination and maintain high levels of end-user satisfaction.

Handle user account administration, Active Directory, and basic networking-related issues.

Maintain IT asset inventory, documentation, and support records.

Coordinate with internal IT teams and vendors to resolve complex technical issues.

Ensure adherence to IT policies, security guidelines, and organizational procedures.

Required Skills and Qualifications

5–7 years of relevant experience in desktop support, including team handling and leadership responsibilities.

Proven experience in managing a desktop support team and coordinating daily support activities.

Strong knowledge of Windows OS, desktop and laptop troubleshooting, hardware, software, and IT peripherals.

Working knowledge of Active Directory, user administration, and basic networking.

Experience with ticketing tools, incident management, SLA monitoring, and escalation handling.

Excellent leadership, communication, problem-solving, and team coordination skills.