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Lam Research Logo Lam Research · IT - Administration

Deskside Support Team Lead

Austria, Villach Employment contract · Job Posted March 22, 2026
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Job Description

The Deskside Support Team Lead is responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users. This role involves managing day-to-day operations, coordinating with other IT teams, and driving continuous improvement in service delivery in alignment with ITIL best practices.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

Monthly salary is paid 14 times per year

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