Assistant Manager, Desktop Support

Role & responsibilities

• Manage the day-to-day operations of a remote team to ensure performance targets and business objectives are achieved.
• Build and maintain strong knowledge of team services, policies, and operational procedures.
• Partner with product and engineering teams to troubleshoot issues and recommend process or product improvements.
• Promote innovation and continuous improvement by encouraging experimentation and new ideas.
• Improve service quality through regular monitoring, feedback, coaching, and performance evaluations.
• Lead training and upskilling initiatives to strengthen team capabilities.
• Prepare and share regular performance reports, including key insights and action plans.
• Conduct team meetings to address challenges, communicate updates, and ensure seamless operations.

What we're looking for

• Minimum 3 years of experience managing desktop support teams, along with 5+ years of overall experience in desktop support/ helpdesk.
• Strong communication, interpersonal, and presentation skills.
• Solid understanding of operating systems (Windows and macOS), hardware.
• Proficiency in Microsoft 365 applications, including Outlook, Excel, PowerPoint, Word, SharePoint, and OneDrive.
• Hands-on experience with printers and networking concepts.
• Ability to effectively balance people management with process management responsibilities.
• Proactive and analytical mindset with strong problem-solving and decision-making skills.
• ITIL Foundation or Six Sigma certification is an added advantage.