The impact you’ll make
The Deskside Support Team Lead is responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users. This role involves managing day-to-day operations, coordinating with other IT teams, and driving continuous improvement in service delivery in alignment with ITIL best practices.
What You’ll Do
Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
Assign tasks, monitor performance, and provide regular feedback to team members.
Foster a positive and collaborative team environment.
Service Delivery summa
Ensure timely and effective resolution of IT support requests and incidents.
Monitor Deskside performance metrics and implement improvements as needed.
Coordinate with other IT teams to ensure seamless service delivery.
Process Management
Develop and maintain standard operating procedures (SOPs) for deskside support.
Ensure adherence to ITIL best practices and organizational policies.
Identify and implement process improvements to enhance service efficiency and effectiveness.
Incident And Problem Management
Oversee the management of incidents and problems, ensuring root causeновение and resolution.
Maintain and update the Known Error Database (KEDB) and knowledge base.
Asset And Inventory Management
Ensure accurate tracking and management of IT assets and inventory.
Who we’re looking for
Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
Familiarity with ITIL framework and best practices.
Technical Skills
Strong technical knowledge of IT hardware, software, and networks.
Proficiency in Deskside and asset management tools.
Experience with remote support tools and technologies.
Leadership Skills
Strong leadership and team management skills.
Ability to motivate and mentor team members.
Analytical Skills
Strong analytical and problem‑solving skills.
Ability to analyze performance metrics and identify areas for improvement.
Communication Skills
Excellent verbal and written communication skills.
Ability to communicate effectively with end‑users and IT teams.
Organizational Skills
Strong organizational and time‑management skills.
Attention yau detail and accuracy.
What We're Offering
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