Desktop Support Team Lead

2 days ago

Pune, India Precision Infomatic (M) Private limited Full time

Key Responsibilities:

Team Management & Leadership:


• Lead and supervise the EUS support team across multiple locations within the zone.


• Allocate resources and manage work schedules to ensure adequate support coverage.


• Mentor and train team members, conduct regular performance reviews. End User Support:


• Oversee all IT support activities for end users including desktops, laptops, printers, mobile devices, and audio/visual equipment.


• Ensure timely resolution of incidents and service requests as per SLAs.


• Act as an escalation point for unresolved or high-priority issues.

Operations & Process Management:


• Ensure adherence to ITIL best practices and service management processes (Incident, Request, Problem, Change).


• Monitor support performance metrics and drive continual improvement.


• Maintain asset inventory and ensure compliance with asset management policies. Project & Change Management:


• Support IT rollouts, migrations, and upgrades within the zone.


• Coordinate with infrastructure, network, and application teams for integrated support. Stakeholder Engagement:


• Collaborate with business units, department heads, and regional IT leadership to understand support needs and expectations.


• Provide regular updates and reports on zonal IT performance and initiatives.  Compliance & Security:


• Ensure compliance with IT security policies and data protection guidelines.


• Support audits, risk assessments, and disaster recovery efforts. Required Qualifications:


• At least 2–3 years in a team leadership or zonal/regional support role.


• Strong understanding of ITSM frameworks (preferably ITIL certified).


• Technical proficiency in Windows OS, Office 365, remote support tools, and endpoint security.


• Excellent communication, problem-solving, and team management skills.

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