Team Lead

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 include workload balancing, creating technical documentation, and reporting on performance metrics.  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. 

 

 

 

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