Deskside Support Lead

Job Title: Deskside Support Lead

Location: Client Site, Cebu City

Experience: 8–12+ Years

Role Overview

We are seeking an experienced Deskside Support Lead to oversee and drive the delivery of onsite IT support services across assigned client locations. This role is responsible for leading Deskside Support operations, ensuring exceptional end-user experience, managing service performance, and serving as the primary escalation point for complex technical issues. The ideal candidate will combine strong technical expertise, people leadership, and stakeholder management skills to deliver operational excellence while meeting service level commitments.

Key Responsibilities

Service Delivery & Operations Management

• Lead and manage daily Deskside Support operations to ensure consistent and high-quality IT support services.
• Ensure compliance with Incident, Request, Problem, and Change Management processes and procedures.
• Monitor and manage SLA and KPI performance, implementing corrective and preventive actions as necessary.
• Identify opportunities for service optimization, continuous improvement, and operational transformation.
• Collaborate closely with Service Desk, End User Computing (EUC), Infrastructure, Network, Security, and Application Support teams to ensure seamless service delivery.
• Maintain operational governance through service reviews, reporting, and performance tracking.

Team Leadership & People Management

• Lead, mentor, and develop a team of Deskside Engineers and Field Support Technicians.
• Manage workforce planning, scheduling, resource allocation, onboarding, and performance management.
• Provide technical leadership and escalation support for complex end-user and infrastructure-related issues.
• Foster a culture of knowledge sharing through documentation, training, and cross-skilling initiatives.
• Drive employee engagement and continuous professional development within the support team.

End-User & Executive Support

• Ensure timely and effective support for:
• Windows 10 and Windows 11 devices
• Laptops, desktops, tablets, and mobile devices
• Microsoft 365 applications and services
• Microsoft Teams and collaboration platforms
• Printers, peripherals, and endpoint devices
• Audio-Visual (AV) and meeting room technologies
• Oversee hardware deployment, refresh, migration, and lifecycle activities.
• Deliver white-glove support services for VIPs, executives, and key business stakeholders.
• Champion initiatives that enhance the overall user experience and customer satisfaction.

Incident & Escalation Management

• Serve as the primary escalation point for high-priority and business-critical incidents.
• Lead incident resolution efforts and ensure timely communication with stakeholders.
• Conduct root cause analysis (RCA) and drive the implementation of permanent corrective actions.
• Coordinate with vendors, third-party partners, and internal resolver groups to expedite issue resolution.
• Participate in Major Incident Management (MIM) activities and post-incident reviews.

Asset & Endpoint Lifecycle Management

• Manage endpoint hardware deployment, refresh, retirement, and disposal processes.
• Ensure accurate asset inventory management and compliance with organizational standards.
• Oversee software deployment, endpoint configurations, and standardization initiatives.
• Support governance and compliance requirements related to endpoint and asset management.

Stakeholder & Client Management

• Act as the primary point of contact for client stakeholders regarding Deskside Support services.
• Conduct regular operational reviews, service reporting, and business discussions.
• Present service performance metrics, improvement initiatives, and transformation opportunities.
• Build strong relationships with business users and ensure high levels of customer satisfaction.
• Identify and implement initiatives that improve service quality and user experience.

Required Technical Skills

• Windows 10/11 Administration and Support
• Microsoft 365 Administration
• Microsoft Teams and Collaboration Technologies
• SCCM/MECM and Microsoft Intune
• Active Directory Administration
• Endpoint Management and Device Compliance
• ServiceNow or other ITSM Platforms
• Remote Support and Endpoint Troubleshooting Tools
• Audio-Visual and Meeting Room Technologies
• Hardware Refresh, Deployment, and Asset Lifecycle Management
• ITIL Framework and IT Service Management Best Practices

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation Certification (or higher).
• Microsoft Endpoint Management, Intune, or Microsoft 365 certifications preferred.
• Proven experience leading onsite support teams within enterprise environments.
• Strong communication, stakeholder management, and customer service skills.
• Experience supporting executive/VIP users and managing client-facing operations.

Key Competencies

• Service Delivery Excellence
• Leadership & People Management
• Customer-Centric Mindset
• Problem Solving & Root Cause Analysis
• Stakeholder Management
• Continuous Improvement
• Operational Governance
• Communication & Collaboration
• Decision-Making Under Pressure
• Results-Oriented Execution