Deskside Lead - One North

Job Summary

The Desktop Support Team Lead is responsible for managing daily IT desktop support operations, leading a team of Desktop Support Engineers, and ensuring efficient delivery of end-user IT services. The role covers incident management, technical troubleshooting, IT asset management, laptop deployment, technology refresh projects, and SLA compliance.

Key Responsibilities

1. Team Leadership & Operations

• Lead, supervise, and mentor a team of Desktop Support Engineers to ensure efficient daily IT support operations.

• Manage engineer rosters, workload distribution, resource allocation, leave planning, and performance monitoring.

• Prepare daily and weekly operational reports, including ticket status, SLA performance, and IT asset updates.

• Oversee onboarding, offboarding, and IT asset reporting to ITSS.

• Act as a backup support engineer for P1 incidents and VIP users.

2. Desktop Support & Incident Management

• Provide L2/L3 technical escalation support for complex hardware, software, and end-user computing issues.

• Troubleshoot Windows 10/11, macOS, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.

• Support laptops, desktops, printers, mobile devices, and associated IT peripherals.

• Monitor incident and service request queues to ensure timely resolution and SLA compliance.

• Perform onsite and remote troubleshooting, root cause analysis, and technical issue resolution.

3. IT Deployment & Technology Refresh

• Lead laptop deployment, device provisioning, and employee onboarding/offboarding activities.

• Coordinate Windows 11 migration, macOS support activities, software installation, patch management, and system upgrades.

• Oversee technical activities for hardware replacement, technology refresh, and IT migration projects.

• Ensure proper IT asset tracking, inventory management, and deployment documentation.

4. Vendor & Stakeholder Management

• Coordinate with hardware and software vendors on technical issues, warranty claims, and equipment replacement.

• Manage vendor escalations to ensure timely resolution of outstanding support issues.

• Liaise with internal IT teams, management, and business users to maintain service quality and operational efficiency.

Job Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.

• Minimum 5 years of desktop/end-user computing support experience, including at least 1-2 years in a Team Lead or supervisory role.

• Strong hands-on experience supporting Windows 10/11, macOS, Microsoft 365, and end-user hardware.

• Good knowledge of Active Directory, user account administration, IT asset management, and ITSM ticketing systems.

• Experience managing desktop support engineers, incidents, service requests, and SLA performance.

• Prior experience with laptop deployment, OS migration, and technology refresh projects.

• Strong troubleshooting, communication, stakeholder management, and leadership skills.

• ITIL Foundation or Microsoft certifications will be advantageous.