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Lead IT desktop Support

8 years

0 Lacs

Hyderabad Telangana India

Posted:5 days ago| Platform: Linkedin logo

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Skills Required

support reporting leadership stability mobile video management onboarding offboarding software patching antivirus compliance security inventory troubleshooting drive analysis training macos dhcp mdm servicenow jira networking wan vpn tcp itil service metrics scripting powershell communication mentoring technology certifications

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title: IT Desktop Support – Team Lead

Experience

Location

Job Type

Reporting To


Job Summary:

IT Desktop Support Team Lead


Key Responsibilities:

  • Lead and mentor a team of desktop support engineers.
  • Manage and prioritize daily support tickets and ensure SLA adherence.
  • Provide L1 and L2 technical support for desktops, laptops, printers, mobile devices, and video conferencing systems.
  • Escalate unresolved issues to L3 teams or external vendors when necessary.
  • Oversee user account management in Active Directory, Exchange, O365, etc.
  • Coordinate new user onboarding/offboarding processes (hardware/software provisioning).
  • Ensure timely patching, antivirus updates, and compliance with security policies.
  • Maintain hardware/software inventory and lifecycle management.
  • Document SOPs, troubleshooting guides, and incident reports.
  • Drive continuous improvement through trend analysis and root cause investigations.
  • Coordinate IT support for internal events, office relocations, and business continuity activities.
  • Conduct regular team meetings, training, and performance reviews.


Technical Skills:

  • Strong hands-on experience in Windows 10/11, macOS, and MS Office 365.
  • Knowledge of Active Directory, DNS, DHCP, SCCM/Intune, MDM solutions.
  • Experience with ticketing systems like ServiceNow, JIRA, or Zendesk.
  • Basic understanding of networking concepts (LAN, WAN, VPN, TCP/IP).
  • Exposure to ITIL framework and service desk metrics/KPIs.
  • Scripting knowledge (PowerShell or similar) is a plus.


Leadership & Soft Skills:

  • Excellent communication, interpersonal, and customer service skills.
  • Proven experience in team management or mentoring roles.
  • Ability to multitask, prioritize, and work under pressure.
  • Analytical mindset with a proactive problem-solving approach.


Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Certifications like ITIL, MCP, CompTIA A+/N+, or MCSA preferred.

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