Deskside Support Team Lead - Onsite at First Technology

Job Summary

• The Deskside Support Team Lead is responsible for leading and coordinating the daily activities of the Deskside Support team to ensure the delivery of high-quality IT support services to end users. The role combines hands-on technical expertise with leadership responsibilities, including resource management, service delivery oversight, incident escalation management, customer engagement, and continuous improvement initiatives.
• The Team Lead acts as the primary escalation point for complex end-user computing issues and is responsible for ensuring that service levels, operational objectives, and customer expectations are consistently achieved.

Key Responsibilities
Team Leadership & Management

• Lead, mentor, and develop a team of Deskside Engineers and Support Technicians.
• Allocate workloads and manage resource scheduling to ensure effective service coverage.
• Conduct performance reviews, coaching sessions, and skills development planning.
• Monitor team productivity and adherence to operational procedures.
• Foster a culture of customer service excellence and continuous improvement.
• Assist with recruitment, onboarding, and training of support personnel.

Service Delivery Management
Ensure delivery of deskside support services in accordance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Monitor incident, service request, and escalation queues to ensure timely resolution.
• Manage major incidents affecting end-user computing services.
• Coordinate support activities during planned maintenance windows, deployments, and office relocations.
• Produce regular operational and service performance reports.
• Identify service improvement opportunities and implement corrective actions.

Technical Leadership

• Serve as the senior escalation point for complex hardware, software, operating system, and connectivity issues.
• Provide technical guidance and support to Deskside Engineers.
• Review and approve technical solutions for end-user computing environments.
• Assist in troubleshooting high-priority incidents and recurring technical issues.
• Support root cause analysis and problem management activities.

End User Computing Support
Following documented procedures and best practices, the Team Lead must be capable of performing all Deskside Engineer functions, including:

• Installation and configuration of Microsoft Windows operating systems.
• Desktop and laptop imaging and deployment.
• Software installation and configuration.
• Hardware diagnostics and repairs.
• Installation and testing of desktops, laptops, printers, and peripherals.
• Troubleshooting operating system, application, and network connectivity issues.
• Component replacement and hardware maintenance.

Project & Deployment Management

• Coordinate hardware refresh and deployment projects.
• Oversee office moves, adds, changes, and technology rollouts.
• Support the implementation of new technologies and workplace solutions.
• Ensure deployment standards and procedures are followed consistently.
• Participate in project planning and resource estimation.

Customer & Stakeholder Engagement

• Act as the primary operational contact for customer and business stakeholders.
• Conduct regular service review meetings where required.
• Communicate service issues, risks, and improvement initiatives to management and customers.
• Manage customer expectations and ensure high levels of customer satisfaction.
• Handle escalated customer concerns and complaints professionally.

Asset & Configuration Management

• Ensure accurate tracking of hardware and software assets.
• Oversee asset lifecycle management processes.
• Monitor compliance with configuration standards and licensing requirements.
• Ensure CMDB and asset management records remain accurate and up to date.

Process Governance & Compliance

• Ensure adherence to ITIL processes, operational procedures, and security policies.
• Develop and maintain deskside support documentation, knowledge articles, and standard operating procedures.
• Drive standardization across support activities and service delivery practices.
• Participate in audits and compliance reviews where required.

Vendor & Third-Party Coordination

• Manage relationships with hardware vendors, service providers, and warranty support organizations.
• Coordinate vendor engagements for repairs, replacements, and escalated technical issues.
• Review vendor performance against agreed service commitments.

Required Skills and Experience
Technical Skills

• Advanced knowledge of Microsoft Windows desktop operating systems.
• Strong understanding of desktop and laptop imaging technologies.
• Experience with Microsoft Intune, SCCM/MECM, Microsoft Autopilot, and endpoint management solutions.
• Strong troubleshooting skills across hardware, software, operating systems, and networking.
• Working knowledge of Active Directory, Microsoft 365, and enterprise productivity tools.
• Understanding of endpoint security and compliance requirements.
• Knowledge of desktop virtualization technologies is advantageous.

Leadership Skills

• Proven ability to lead and motivate technical support teams.
• Strong coaching and mentoring capabilities.
• Effective conflict resolution and decision-making skills.
• Excellent organizational and workload management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer Service Skills
• Strong stakeholder management and communication skills.
• Ability to communicate effectively with technical and non-technical audiences.
• Commitment to delivering exceptional customer service.

Qualifications

• Relevant IT Degree, Diploma, or equivalent qualification.
• Microsoft certifications preferred.
• ITIL Foundation certification preferred.
• CompTIA A+, Network+, or equivalent certifications advantageous.

Experience Requirements

• Minimum 5–8 years of experience in Desktop Support, End User Computing, or Deskside Support.
• Minimum 2–3 years of experience in a Team Lead, Supervisor, or Senior Support role.
• Experience managing support teams in a medium to large enterprise environment.
• Experience working within SLA-driven managed services or corporate IT environments.
• Key Performance Indicators (KPIs)
• SLA and service delivery compliance.
• Team productivity and utilization.
• Customer satisfaction scores (CSAT).
• First-time fix and resolution rates.
• Incident backlog management.
• Escalation management effectiveness.
• Asset management accuracy.
• Team training and development progress.
• Successful delivery of deployment and refresh projects.
• Compliance with operational and security standards.