Desktop Support Team Lead
Core
Own the performance, standards, and technical quality of a desktop support team, ensuring SLA attainment and root cause elimination.
Role type
Senior IC team lead (desktop support)
Builds
Efficient SOE builds and repeatable support procedures
Domain
IT Service Management / Desktop Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Windows environment command, ITIL-aligned incident/problem/request management, team coaching and competency assessment, SLA and backlog management, root cause analysis, documented process creation
Preferred skills
Mobility support, Audio Visual support, multi-customer managed services experience
Technologies
ServiceNow
Responsibilities
Monitor and correct service performance metrics (SLA, first-contact resolution, backlog age), audit technical standards and SOE build efficiency, lead root cause elimination for problem incidents, coach team members to defined competency standards, create and enforce documented repeatable procedures, act as escalation point for stakeholder groups
Seniority
Senior, hands-on IC
