Job Summary
We are seeking a highly skilled Technical Lead with 12 to 14 years of experience in Desktop Support. The ideal candidate will excel in a hybrid work model providing exceptional remote support. This role requires a deep understanding of desktop support systems and the ability to drive efficiency and innovation. The candidate will play a crucial role in ensuring seamless operations and enhancing user satisfaction.
Responsibilities
- Lead the desktop support team to ensure efficient and effective resolution of technical issues.
- Oversee the implementation of desktop support processes and procedures to enhance service delivery.
- Provide expert guidance and support to team members in troubleshooting and resolving complex technical problems.
- Collaborate with cross-functional teams to identify and implement improvements in desktop support services.
- Develop and maintain documentation for desktop support processes and best practices.
- Monitor and analyze support metrics to identify trends and areas for improvement.
- Ensure compliance with company policies and industry standards in all desktop support activities.
- Drive initiatives to enhance user experience and satisfaction with desktop support services.
- Coordinate with vendors and suppliers to ensure timely delivery of hardware and software resources.
- Facilitate training sessions for team members to enhance their technical skills and knowledge.
- Implement security measures to protect company data and systems from unauthorized access.
- Evaluate new technologies and tools to improve desktop support capabilities and efficiency.
- Report on team performance and project status to senior management.
Qualifications
- Possess extensive experience in desktop support and troubleshooting.
- Demonstrate strong problem-solving skills and the ability to work under pressure.
- Exhibit excellent communication and interpersonal skills.
- Have a proven track record of leading and managing technical teams.
- Show proficiency in remote desktop support tools and technologies.
- Display a strong understanding of ITIL processes and frameworks.
- Hold relevant certifications in desktop support or related fields.
Certifications Required
- CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate
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