<p>A Desktop Support Team Lead supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support. Key responsibilities include workload balancing, creating technical documentation, and reporting on performance metrics.</p> <p>Key Responsibilities and Duties:</p> <ul> <li>Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters. </li><li>Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets. </li><li>Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals. </li><li>Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency. </li><li>Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves. </li></ul> <p>Required Skills and Qualifications:</p> <ul> <li>Experience: Minimum of 3+ years in desktop support or similar roles, with previous leadership experience. </li><li>Technical Knowledge: Proficiency in Windows/Mac OS, Active Directory, network troubleshooting, and imaging tools. </li><li>Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities. </li></ul> <p>#LI-JM1</p>