Desktop Team Lead

2 weeks ago

Singapore JOBSTER PRIVATE LTD. Full time
Lead and manage a team of desktop support technicians, providing guidance, coaching, and mentorship.

  • Set performance goals and objectives for the team, conducting regular performance evaluations and providing constructive feedback.
  • Coordinate and prioritize work assignments, ensuring timely and effective resolution of desktop support requests.
  • Ensure compliance with established service level agreements (SLAs) and performance metrics.
  • Collaborate with other IT teams and stakeholders to align desktop support activities with overall IT strategies and objectives.
  • Oversee the deployment, configuration, and maintenance of desktop hardware, software, and peripherals.
  • Monitor and maintain desktop security and compliance, including patch management and antivirus software.
  • Identify opportunities for process improvement and implement best practices to optimize desktop support operations.
  • Develop and update standard operating procedures (SOPs) and documentation for desktop support processes.
  • Stay uptodate with the latest trends and technologies in desktop systems and support methodologies.
  • Serve as the escalation point for complex technical issues and provide timely resolution.
  • Foster a positive and collaborative team culture, promoting knowledge sharing and continuous learning.
  • Act as a liaison between the desktop support team and end users, ensuring effective communication and customer satisfaction.
  • Participate in IT projects related to desktop systems, such as upgrades, migrations, and deployments.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience in a desktop support role, with at least 23 years of experience in a leadership or team lead position.
  • Familiarity with Microsoft Windows and Mac operating systems.
  • Experience with desktop imaging, software deployment, and patch management tools.
  • Excellent troubleshooting and problemsolving skills, with the ability to diagnose and resolve complex desktop issues.
  • Strong leadership and team management abilities, with the capacity to motivate and inspire team members.
  • Effective communication and interpersonal skills, with the ability to interact professionally with end users and stakeholders.
  • Ability to prioritize tasks and manage multiple projects simultaneously.
  • ITIL or HDI certification is a plus.
  • Knowledge of IT security best practices and data protection regulations.
  • Strong customer service orientation and a commitment to providing a positive enduser experience.

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