Responsibilities
The ideal candidate will have a strong technical background, excellent leadership skills, and a
passion for providing exceptional customer service. Will be responsible for managing day-to-day
operations, mentoring team members, and driving improvements in desktop support processes.

• Team Leadership: Supervise, mentor, and develop a team of desktop support technicians,
ensuring high performance and job satisfaction.
• Incident Management: Oversee the resolution of desktop support incidents and requests,
ensuring timely and effective service delivery.
• Technical Support: Provide hands-on support for hardware and software issues, including
installation, configuration, and troubleshooting of desktops, laptops, and peripherals.
• Process Improvement: Identify and implement best practices and process improvements to
enhance the efficiency and effectiveness of desktop support services.
• User Training: Conduct training sessions for end-users on new technologies, software
applications, and best practices.
• Collaboration: Work closely with other IT teams to ensure seamless integration of desktop
support with overall IT operations.
• Documentation: Maintain accurate documentation of support procedures, processes, and
knowledge base articles to facilitate knowledge sharing.
• Reporting: Generate and analyze reports on desktop support metrics to track performance and
identify areas for improvement.
• Administration: In terms of team availability and management.

Qualifications
• Education: Bachelor’s degree in Information Technology or a related field.
• Experience: 3+ years of experience in IT service management or service desk operations;
experience in process analysis is a plus.

Skills:
• Strong knowledge of desktop operating systems (Windows, macOS, Linux) and common
applications.
• Excellent troubleshooting and problem-solving skills.
• Proven ability to lead and motivate a team.
• Strong communication and interpersonal skills.
• Familiarity with ITIL or other service management frameworks is a plus