Desktop Support Team Lead

Job Title: IT Desktop Support Team Lead

Experience : 7+ Years

Location : Hyderabad

Job Type : Full-time / Permanent

Reporting To : IT Manager / Infrastructure Head

Job Summary:

We are looking for a highly skilled and experienced IT Desktop Support Team Lead to oversee day-to-day operations of the desktop support team. The ideal candidate will possess deep technical expertise, leadership qualities, and a passion for delivering excellent user support and infrastructure stability across the organization.

Key Responsibilities:

• Lead and mentor a team of desktop support engineers.
• Manage and prioritize daily support tickets and ensure SLA adherence.
• Provide L1 and L2 technical support for desktops, laptops, printers, mobile devices, and video conferencing systems.
• Escalate unresolved issues to L3 teams or external vendors when necessary.
• Oversee user account management in Active Directory, Exchange, O365, etc.
• Coordinate new user onboarding/offboarding processes (hardware/software provisioning).
• Ensure timely patching, antivirus updates, and compliance with security policies.
• Maintain hardware/software inventory and lifecycle management.
• Document SOPs, troubleshooting guides, and incident reports.
• Drive continuous improvement through trend analysis and root cause investigations.
• Coordinate IT support for internal events, office relocations, and business continuity activities.
• Conduct regular team meetings, training, and performance reviews.

Technical Skills:

• Strong hands-on experience in Windows 10/11, macOS, and MS Office 365.
• Knowledge of Active Directory, DNS, DHCP, SCCM/Intune, MDM solutions.
• Experience with ticketing systems like ServiceNow, JIRA, or Zendesk.
• Basic understanding of networking concepts (LAN, WAN, VPN, TCP/IP).
• Exposure to ITIL framework and service desk metrics/KPIs.
• Scripting knowledge (PowerShell or similar) is a plus.

Leadership & Soft Skills:

• Excellent communication, interpersonal, and customer service skills.
• Proven experience in team management or mentoring roles.
• Ability to multitask, prioritize, and work under pressure.
• Analytical mindset with a proactive problem-solving approach.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Certifications like ITIL, MCP, CompTIA A+/N+, or MCSA preferred.