Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment
Job Summary
Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment.
Monitors team performance against service level agreements (SLAs), productivity goals, and quality standards.
Collaborates with cross-functional teams, including infrastructure, digital workplace, and cybersecurity, to resolve issues and improve service delivery.
Matching Summary
Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment.
Skills & Requirements
Must-have
Team leadership and mentoring
ITSM tools (ServiceNow)
Microsoft desktop OS and M365
Modern Desktop Management platforms
Nice-to-have
Service excellence and client-first approach
Data analysis for decision making
Process optimization and best practices
Key Requirements
5+ years desktop support experience
3+ years people leadership experience (15+ direct reports)
Experience with ITSM tools (ServiceNow)
In-depth understanding of Microsoft desktop OS and M365
Familiarity with Modern Desktop Management platforms