Lead Desktop Support

Lead Desktop SupportLead and manage daily End User Computing/Desktop support operations across all user locations.Ensure timely resolution of incidents, service requests, and escalations within defined Service Level Agreements.Oversee Level 1 and Level 2 teams in providing remote and onsite technical support.Conduct root cause analysis for repeated issues and ensure permanent fixes.Supervise and mentor desktop support engineers, providing guidance and technical direction.Allocate workload, manage shift schedules, and ensure adequate coverage during business hours.VIP users support.Drive team performance through key performance indicators, service level agreements, and quality checks.Conduct periodic training to keep the team updated on new tools and technologies.Manage and optimize the deployment, patching, and compliance of endpoints via SCCM/Intune.Ensure smooth operation of desktop hardware, printers, scanners, mobility devices, and peripherals.Oversee antivirus, encryption, and endpoint security tools to maintain compliance.Ensure desktop operating system images, application packages, and updates are maintained and deployed effectively.Work closely with IT leadership, business users, and functional stakeholders to understand requirements.Coordinate with Original Equipment Manufacturers/vendors for hardware procurement, AMC, warranty claims, repairs, and escalations.Participate in customer review meetings and provide insights on service performance.Provide weekly/monthly reports, dashboards, and service improvement suggestions.Ensure strict adherence to incident, problem, change, and asset management processes.Prepare and maintain standard operating procedures, knowledge base articles, and process documentation.Participate in CAB meetings when End User Computing-related changes are proposed.Ensure all endpoints comply with security policies, patching standards, and audit requirements.Coordinate with Security, Network, and Cloud teams for cross functional improvements.Address vulnerabilities highlighted by security tools and ensure timely remediation.