Deskside Support Team Lead

• 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
• 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
• 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
• Oversee the management of incidents and problems, ensuring root cause analysis and resolution
• Maintain and update the Known Error Database (KEDB) and knowledge base
• Ensure accurate tracking and management of IT assets and inventory

• Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role
• Familiarity with ITIL framework and best practices
• Strong technical knowledge of IT hardware, software, and networks
• Proficiency in Deskside and asset management tools
• Experience with remote support tools and technologies
• Strong leadership and team management skills
• Ability to motivate and mentor team members
• Strong analytical and problem-solving skills
• Ability to analyze performance metrics and identify areas for improvement
• Excellent verbal and written communication skills
• Ability to communicate effectively with end-users and IT teams
• Strong organizational and time management skills
• Attention to detail and accuracy

Monthly salary is paid 14 times per year