Team Lead

DESIGNATION-Team Leader for End User Support

Role Overview

The Windows & Mac Systems Team Leader is responsible for leading a team of system administrators/desktop engineers who manage, support, and maintain both Windows and macOS environments. The role ensures smooth operations, high system availability, strong endpoint security, and efficient user support across the organisation.

Roles and Responsibilities:

Team Leadership & Coordination

• Lead, mentor, and guide a team of Windows and Mac support engineers.
• Allocate tasks, manage daily operations, and ensure timely resolution of incidents and service requests.
• Conduct regular team meetings, performance reviews, and skill-development sessions.
• Act as a technical escalation point for complex system or hardware issues.

Systems Management

• Oversee installation, configuration, and maintenance of Windows and macOS systems.
• Manage OS updates, patches, and security compliance across both platforms.
• Ensure proper functioning of Active Directory, MDM (Intune, JAMF, etc.), and identity management systems.
• Maintain endpoint security tools, antivirus, encryption, and compliance policies.

Infrastructure & Tools

• Lead deployment and configuration of tools like JAMF, Intune, SCCM, or equivalent.
• Oversee imaging, provisioning, and software deployment processes for both OS platforms.
• Coordinate with network, server, and security teams for integrated support.

User Support & Issue Resolution

• Ensure high-quality L1/L2/L3 support for Windows and Mac end-users.
• Monitor ticket queues (ServiceNow, Jira, or other ITSM tools) to meet SLA timelines.
• Handle VIP/critical escalations and ensure minimal downtime.

Documentation & Process Management

• Maintain documentation for system configurations, SOPs, and troubleshooting guides.
• Improve workflows, automate repetitive tasks, and enhance support efficiency.
• Ensure compliance with IT policies, audit requirements, and security standards.

Project Management

• Lead or participate in system upgrades, migrations, and new technology implementations.
• Plan and execute hardware refresh cycles.
• Coordinate with vendors for procurement, support, and warranty claims.