- Lead and manage a team of Desktop Support Engineers, providing coaching, performance reviews, and career development.
- Assign tasks, monitor progress, and ensure SLA compliance for all support tickets.
- Foster a collaborative, customer-focused culture within the team.
Operational Oversight
- Oversee user onboarding and offboarding processes, ensuring asset readiness and compliance with security standards.
- Ensure proper installation of hardware, operating systems, and application software.
- Manage asset lifecycle, including tracking, audits, and inventory control.
- Drive adherence to IT & IS policies, ITIL standards, and SOPs.
Technical Support & Escalation
- Provide guidance on L1 & L2 ticket resolution and act as an escalation point for complex issues.
- Coordinate with vendors for hardware/software troubleshooting and upgrades.
- Ensure timely execution of hardware/software 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 and share best practices.
- Communicate effectively with business stakeholders to ensure 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, with 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.
