Desktop Support Team Leader

Role: DesktopTeam Lead
Exp : 5+yrs

Notice period : Immediate or serving notice period
Location: Bangalore (Kengeri)

Mode of Employment : Permanent

JD

• Good knowledge in Server Administration & VMware
• Desktop Support / Service Desk experience is required
• Proven Team Leadership / People Management experience
• Strong client-facing and stakeholder management skills
• Excellent communication skills
• Should be technically strong and capable of handling escalations
• Comfortable working 6 days a week
• Should be able to manage the team while also being hands-on technically

Priority: Candidates with a good combination of Technical + Leadership + Client Handling experience should be prioritized.

• Leadership and Team Management:
• Provide strong leadership and direction for the Service Desk and Desktop Support teams, fostering a positive and collaborative work environment.
• Set clear performance expectations, conduct regular performance reviews, and provide ongoing coaching and development for team members.
• Identify training needs and implement programs to ensure both teams stay up to date on the latest technologies, best practices, and tools.
• Delegate tasks effectively and empower team members to take ownership and accountability.
• Process Optimization and Service Delivery:
• Develop, implement, and monitor service desk and desktop support processes to streamline workflows and improve efficiency.
• Analyze team performance metrics (e.g., call volume, resolution times, customer satisfaction) to identify areas for improvement and implement changes accordingly.
• Ensure adherence to IT service management (ITSM) principles and methodologies (e.g., ITIL).
• Collaborate with stakeholders across the organization to understand user needs and ensure service delivery meets expectations.
• Technical Expertise and Problem Resolution:
• Maintain a strong understanding of IT infrastructure, hardware, software, network concepts, and troubleshooting methodologies.
• Escalate complex issues to senior IT staff or vendors when necessary.
• Stay updated on emerging technologies and industry best practices in service desk and desktop support.
• Technology and Tools Management:
• Evaluate and implement new technologies and tools to enhance service desk and desktop support capabilities.
• Ensure efficient utilization of existing ticketing systems, reporting tools, and knowledge base platforms.
• Collaboration and Communication:
• Foster strong communication and collaboration between the Service Desk and Desktop Support teams, as well as with other IT departments and business units.
• Clearly communicate service level agreements (SLAs) to both teams and ensure adherence.
• Prepare reports and presentations to keep stakeholders informed on service desk and desktop support performance metrics.

Pay: ₹900,000.00 - ₹1,000,000.00 per year

Benefits:

• Health insurance

Application Question(s):

• What is your Notice period?
• What is current ctc and Expected CTC?

Work Location: In person