Desktop Support Team Lead

1 week ago

Hyderabad, India VXI Global Solutions Full time

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: - 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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    Hyderabad, India VXI Global Solutions Full time

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    Hyderabad, India VXI Global Solutions Full time

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