Lead Desktop Support Technician

Job Summary:

The Desktop Team Lead is responsible for leading a team of Desktop Support Technicians who provide technical support and maintenance for desktop computers, laptops, and associated software and hardware. This role involves overseeing daily operations, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction. The Desktop Team Lead will also collaborate with other IT teams, manage projects, and implement improvements to processes and technologies.

Key Responsibilities:

Team Leadership:

• Supervise and mentor a team of desktop support technicians.
• Assign tasks, set priorities, and ensure timely completion of support requests.
• Conduct regular team meetings to discuss goals, progress, and challenges.
• Provide training and development opportunities to enhance the team’s skills.

Technical Support:

• Oversee the installation, configuration, and troubleshooting of desktop hardware, software, and peripherals.
• Ensure the team provides efficient and effective support for end-users, including remote support as needed.
• Manage and resolve escalated technical issues, providing hands-on support when necessary.
• Ensure proper documentation of issues, resolutions, and processes.

Process Improvement:

• Evaluate and optimize desktop support processes and procedures.
• Implement best practices for incident management, problem management, and service requests.
• Collaborate with other IT teams to develop and implement solutions that improve system performance and end-user experience.

Project Management:

• Lead or participate in IT projects related to desktop support and infrastructure improvements.
• Plan and coordinate the rollout of new software, hardware, and technologies.
• Ensure projects are delivered on time, within scope, and within budget.

Customer Service:

• Maintain a high level of customer satisfaction by ensuring timely and effective support.
• Develop and maintain relationships with key stakeholders and end-users.
• Regularly gather feedback from users to improve the quality of desktop services.

Reporting and Analytics:

• Track and report on key performance indicators (KPIs) related to desktop support.
• Provide regular updates to IT management on team performance, issues, and project status.
• Analyze support trends and proactively address potential problems.

Asset Management:

• Oversee the management of desktop assets, including inventory tracking and lifecycle management.
• Ensure proper documentation and compliance with licensing and regulatory requirements.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience in a related field.
• Proven experience in desktop support, with at least 7-10 years in a leadership or supervisory role.
• Strong technical knowledge of desktop operating systems, software, and hardware.
• Experience with remote desktop support tools and IT service management (ITSM) software.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving skills and the ability to think critically under pressure.
• ITIL certification or other relevant certifications (e.g., CompTIA A+, Network +, CISSP, Azure| Itune and Microsoft Certified: Modern Desktop Administrator) are a plus.

Working Conditions:

• Full-time position, within a plant environment.
• It will require occasional travel to different office locations, remote sites.and plant sites
• The plant is approximately 933 Acres