Desktop Support Team Lead

Role & responsibilities

• Responsible for plan managing and controlling branch data centre voice and it operations.
• Understand user needs requirements and manage the requirement as per the process.
• Identify problematic areas and proactively update discuss the issues and solutions with the senior manager.
• Supervise branch it operations to ensure services run smoothly and branch it infra uptime.
• Responsible to handled dressing branch it escalation cases.
• Responsible to educate users on it policies escalation matrix and process.
• Responsible for close coordination with the software team noc team and local branches department managers to resolve software-related queries bugs and it issues.
• Responsible for it assets in the branch and maintain an up-to-date inventory of data centre infra desktops laptops license and it assets.
• Ensure it operation is followed as per the set process and proper documentation.
• Sharing regular operation reports with senior manager - audit systems reports process and assess their outcomes.
• Running regular checks on network backup systems and security and proactively inform relevant noc stakes on any ambiguity.
• Resource management providing direction to the team and managing local helpdesk team.
• Responsible to ensure 247 rostering for seamless support without any burden.
• Cost and time management to meet the set project targets - vendor management.
• Manage it team by training and mentoring communicating job expectations and assess their performance with 360 degree approach.
• Mobilize resources to work on priority items provided by it-managers hod - responsible to ensure and track individual and team productivity.
• Responsible for developing and implementing reports to highlight grey areas and delays in the operation.

Preferred candidate profile

• Should have good hardware and networking knowledge.
• Troubleshooting of windows linux pcs laptops.
• Installation of new softwares hardware (servers printers computer work stations anti-virus protection etc)
• Provide support for desktop laptop printer
• Handheld devices scanner related calls.
• Basic troubleshooting experience needed along with knowledge on the operating system.
• Candidates having knowledge of linux ubuntu will be preferred.
• Assists in all functions of it support

Perks and benefits

• General office environment: Works generally at a desk in a well-lighted, air-conditioned.
• Cubicle/office, with moderate noise levels.
• 5 Days Working with Sunday Fixed off and the other off would be rotational .
• Office timing will be Day Shift