High Salary Lead

4 weeks ago

Hyderabad, Telangana, India VXI Global Solutions Full time
Job Title: IT Desktop Support – Team Lead

Experience: 8+ 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:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certifications like ITIL, MCP, CompTIA A+/N+, or MCSA preferred.

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