Deskside Team Lead

IDC is looking for Deskside Team Lead for one of one projects. About the job

We are seeking for a customer-focused, and experienced lead to lead the delivery of End User Computing (EUC) services across our client organization. In this role, you will oversee desktop support operations, endpoint management, and end-user experience while leading a team of desktop engineers. You will collaborate closely with the Service Delivery Manager (SDM), Onsite engineers, Service Desk, and cross-functional teams to deliver operational excellence, achieve SLA and XLA targets, and drive continuous service improvement.

Key Responsibilities:

Service Operations

• Lead a team of 20+ desktop engineers ensuring timely resolution of incidents, requests, and problem tickets.
• Provide timely and effective EUC support to end users, ensuring high levels of customer satisfaction (CSAT) while meeting agreed SLAs and XLAs.
• Manage and oversee the VIP support services provided by the P1 support engineers.
• Manage the lifecycle of all end-user endpoints, ensuring accurate asset inventory, device compliance, endpoint security, and refresh or disposal of IT assets including laptops, desktops, mobile devices, and peripherals.
• Ensure timely setup of meeting rooms, AV systems by engineers, as per user requests.
• Manage onboarding and offboarding activities for end users and deployment of end user devices to ensure the best employee level experience (XLA).
• Plan and execute EUC projects, including technical refresh of EUC hardware, software upgrades, OS (Windows, MacOS) upgrades, modern technology implementations, and relocation of EUC equipment.
• Manage external vendors for repair of faulty end user computing devices and peripherals.
• Maintain all EUC support documentation and ensure SOP are keep up to date.
• Ensure compliance with IT policies, procedures, and agency compliance requirements.
• Provide training and coaching to the EUC support team to enhance their technical skills and knowledge.
• Plan manpower, engineer scheduling, resource allocation, and shift coverage to meet business and operational requirements.
• Adhere to ITIL best practices for IT service management, ensuring consistent and efficient service delivery.

Performance & Reporting

• Monitor and report on service performance (SLAs, KPIs, incident trends and CSAT).
• Drive continuous improvement initiatives for service quality and user experience.
• Manage escalations and problem resolution.