Desktop Support Team Lead

Job Description

We are looking for an experienced Desktop Support Team Lead to join our team. In this role, you will be responsible for leading a team of Desktop Support Technicians to provide technical support for desktops, laptops, and mobile devices in a corporate environment. You will ensure the team is delivering exceptional customer service and resolving issues in a timely and efficient manner.

Responsibilities:

Lead a team of Desktop Support Technicians in a fast-paced environment

Manage day-to-day operations of the Desktop Support team, including assigning and prioritizing tasks, monitoring team performance, and coaching team members

Perform in-depth troubleshooting and problem resolution, including root cause analysis, to identify and resolve complex technical issues

Ensure compliance with company policies and procedures, and maintain accurate documentation

Provide technical support for desktops, laptops, and mobile devices in a Windows environment

Install, configure, and maintain desktop hardware and software, including operating systems, applications, and peripheral devices

Manage and maintain relationships with vendors and service providers

Provide excellent customer service to all employees, ensuring timely resolution of issues

Continuously identify opportunities for process improvements and drive initiatives to enhance team performance and customer satisfaction

Stay up-to-date with new technologies and industry trends

Required Skills & Expertise:

Bachelor's degree in computer science or information technology

5+ years of experience in desktop support or a related field

2+ years of experience in a team lead role

Strong knowledge of Windows and Mac operating systems and applications

Experience with hardware and software installation, configuration, and troubleshooting

Experience with network and infrastructure support

Excellent customer service and communication skills

Creates an enjoyable, professional experience with all team members

Detail oriented and strong organizational skills

Strong problem-solving and analytical skills, including experience with troubleshooting and root cause analysis

Ability to work independently and as part of a team

Certification in A+ and/or Network+ is a plus

About You:

You have high level of motivation and drive

You are a self-starter

You are solutions oriented

You embrace accountability

You think of Team before “I”

You demonstrate humility

You are open-minded

You listen to understand and not to speak

You like to move fast with precision

You enjoy learning

You enjoy interacting with team members

People have mentioned that you have a great personality

Your communication skills are one of your top strengths and are able to communicate respectfully with radical candor

You can communicate technology in “layman terms”

You thrive under pressure

You demonstrate high integrity

You enjoy getting things accomplished

Full-time