Deskside Lead - One North
Must-have:LeadRemote
Your tasks
The Desktop Support Team Lead is responsible for managing daily IT desktop support operations, leading a team of Desktop Support Engineers, and ensuring efficient delivery of end-user IT services. The role covers incident management, technical troubleshooting, IT asset management, laptop deployment, technology refresh projects, and SLA compliance.
- Team Leadership & Operations
- Lead, supervise, and mentor a team of Desktop Support Engineers to ensure efficient daily IT support operations.
- Manage engineer rosters, workload distribution, resource allocation, leave planning, and performance monitoring.
- Prepare daily and weekly operational reports, including ticket status, SLA performance, and IT asset updates.
- Oversee onboarding, offboarding, and IT asset reporting to ITSS.
- Act as a backup support engineer for P1 incidents and VIP users.
- Desktop Support & Incident Management
- Provide L2/L3 technical escalation support for complex hardware, software, and end-user computing issues.
- Troubleshoot Windows 10/11, macOS, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
- Support laptops, desktops, printers, mobile devices, and associated IT peripherals.
- Monitor incident and service request queues to ensure timely resolution and SLA compliance.
- Perform onsite and remote troubleshooting, root cause analysis, and technical issue resolution.
- IT Deployment & Technology Refresh
- Lead laptop deployment, device provisioning, and employee onboarding/offboarding activities.
- Coordinate Windows 11 migration, macOS support activities, software installation, patch management, and system upgrades.
- Oversee technical activities for hardware replacement, technology refresh, and IT migration projects.
- Ensure proper IT asset tracking, inventory management, and deployment documentation.
- Vendor & Stakeholder Management
- Coordinate with hardware and software vendors on technical issues, warranty claims, and equipment replacement.
- Manage vendor escalations to ensure timely resolution of outstanding support issues.
- Liaise with internal IT teams, management, and business users to maintain service quality and operational efficiency.
Requirements
- Diploma or Degree in Information Technology, Computer Science, or a related discipline.
- Minimum 5 years of desktop/end-user computing support experience, including at least 1–2 years in a Team Lead or supervisory role.
- Strong hands-on experience supporting Windows 10/11, macOS, Microsoft 365, and end-user hardware.
- Good knowledge of Active Directory, user account administration, IT asset management, and ITSM ticketing systems.
- Experience managing desktop support engineers, incidents, service requests, and SLA performance.
- Prior experience with laptop deployment, OS migration, and technology refresh projects.
- Strong troubleshooting, communication, stakeholder management, and leadership skills.
- ITIL Foundation or Microsoft certifications will be advantageous.