Team Leader – Desktop Support

About the role

The company is looking for an experienced Team Leader to oversee its Desktop Support function. You will guide a team of technicians, ensure rapid issue resolution, and maintain high service standards across all user devices.

Key responsibilities

• Lead and manage the desktop support team to meet SLA targets.
• Provide Level 2/Level 3 technical assistance for desktops, laptops, printers, mobile devices and related software.
• Monitor ticket queues, enforce SLA compliance and coordinate escalations.
• Collaborate with infrastructure, network and application teams for complex issue resolution.
• Handle user onboarding and off‑boarding, including hardware allocation and access provisioning.
• Maintain Windows OS, Microsoft Office Suite, Outlook, VPN, collaboration tools and enterprise applications.
• Keep the IT asset inventory up‑to‑date and document support activities.
• Perform root‑cause analysis on recurring problems and drive preventive actions.
• Prepare performance, incident trend and service improvement reports.
• Mentor team members, delivering technical guidance and training.
• Ensure compliance with IT policies, security standards and operational procedures.

Required profile

• Proven experience leading a desktop support team.
• Strong problem‑solving abilities and customer‑focused mindset.
• Excellent communication skills for cross‑team collaboration.

Required skills

• Windows 10/11 operating systems.
• Active Directory, Office 365, Outlook, Teams and VPN support.
• Desktop imaging, software deployment and patch management.
• ITSM tools such as ServiceNow, Remedy or Jira.
• Fundamental networking knowledge (LAN/WAN, DNS, DHCP, TCP/IP).
• Support for printers, conferencing tools and remote support utilities.