Lead - Desktop Support

4 days ago

Hyderabad, Telangana, India VXI Global Solutions Llc Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Title: IT Desktop Support Team Lead

Experience: 8+ Years

Location: Hyderabad

Job Type: Full-time / Permanent (Night Shifts)

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.
  • Hands on experience with desktop imaging, handling client calls, better understanding of troubleshooting.
  • 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.

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