Team Lead
Broughton Group
A Desktop Support Team Lead supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support. Key responsibilities include workload balancing, creating technical documentation, and reporting on performance metrics. Key Responsibilities and Duties: Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters. Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets. Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals. Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency. Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves. Required Skills and Qualifications: Experience: Minimum of 3+ years in desktop support or similar roles, with previous leadership experience. Technical Knowledge: Proficiency in Windows/Mac OS, Active Directory, network troubleshooting, and imaging tools. Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities. #J-18808-Ljbffr Broughton Group
Vacancy posted 4 days ago
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