TEAM LEAD
The Desktop Team Lead is responsible for leading and managing a team of desktop support engineers, ensuring efficient and effective delivery of desktop support services to end-users. They provide technical guidance, oversee service delivery, and handle escalated incidents. With a strong focus on customer satisfaction, the Desktop Team Lead collaborates with other IT teams, drives process improvements, and communicates effectively with stakeholders. Their expertise in desktop support and leadership skills contribute to the team's success in delivering high-quality service and optimizing desktop support operations.
JOB Description
- Lead and manage a team of Desktop support engineers, providing guidance, support, and mentorship.
- Plan, coordinate, and prioritize team activities to ensure timely and effective resolution of desktop support requests and incidents.
- Serve as the primary point of contact for escalated technical issues and complex problem resolution.
- Develop and maintain desktop SOPs and documentation.
- Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
- Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
- Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.
- Participate in hiring and onboarding activities, including conducting interviews, and training new team members.
- Evaluate team members' performance, provide feedback, and support their professional development through coaching and training opportunities.
- Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.
