Lead Desktop Support Technician

Responsibilities:

• Lead and manage a high-performing onsite End User Computing (EUC) support team.
• Own and oversee Incident, Request, Change, and Escalation management processes, ensuring high performance and accurate reporting.
• Take ownership of major incidents, ensuring coordination across teams, effective communication, and post-incident reviews.
• Monitor and manage service delivery and projects, ensuring adherence to established systems, methodologies, and procedures.
• Ensure alignment with service tower methodologies and organizational standards.
• Develop and maintain capacity plans to support growth and project demands.
• Drive service review meetings with internal teams and third-party providers to improve performance and quality.
• Lead continuous improvement initiatives for the desktop computing environment.
• Manage desktop infrastructure including laptops, PCs, and access devices, ensuring performance and security standards.
• Ensure timely patching, antivirus updates, and system maintenance.
• Collaborate with technical and central services teams to evolve hardware, software, and security standards.
• Coordinate with regional EUC teams and manage third-party service provider performance.
• Recommend and implement Service Improvement Plans (SIPs) and ensure timely completion.
• Provide regular reporting on service performance and key metrics.
• Manage staffing activities including recruitment, mentoring, training, and performance evaluations.
• Act as a liaison across business units to ensure effective communication and collaboration.

Qualifications:

• 10+ years of experience in IT support, service management, or desktop support environments.
• Proven experience managing large-scale service operations and support teams.
• Strong understanding of ITIL processes and service management frameworks.
• Experience managing third-party vendors and outsourced services.

Skills:

• Strong leadership and team management capabilities.
• Excellent customer service and stakeholder management skills.
• Advanced knowledge of incident management, escalation handling, and service delivery.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to mentor and develop junior team members.
• Strong organizational and time management skills.
• Ability to handle confidential information with discretion.
• Proactive mindset with a focus on continuous service improvement.
• Flexibility to work in shifts and handle out-of-hours support when required.