Desktop Support Lead Engineer

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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