Team Leader - Remote Desktop Support
Core
Manage a team of remote technical support engineers to ensure seamless IT operations for international clients across various sectors.
Role type
Senior IC team leader (remote desktop support)
Builds
Production support services for global end-users
Domain
IT Support / BPO / Remote Desktop Infrastructure
Deliverable
client delivery
Required skills
Team management, SLA/KPI monitoring, remote troubleshooting, hardware/software diagnostics, OS configuration, VPN setup, MFA implementation, Jira ticket management, cross-functional collaboration
Preferred skills
Bachelor's degree in CS/IT, CompTIA A+/Network+/Security+ certifications, multi-OS support (Windows/macOS/Linux)
Technologies
Jira, Slack, Yubikey, remote desktop tools
Responsibilities
Manage team planning and operations to meet SLAs and KPIs; conduct coaching sessions and huddles for team development; troubleshoot hardware/software issues for desktops, laptops, and peripherals; install and configure OS, applications, and security patches; set up VPN connections and MFA solutions; document support tickets and procedures; provide training to end-users on IT best practices.
Seniority
Senior, hands-on IC with team leadership