Desktop Support Team Lead

We are seeking an experienced and hands\-on **Desktop Support Team Lead** to oversee onsite end\-user computing and AV support operations at our Powai office. In this role, you will balance direct hands\-on L2/L3 technical support with team oversight, SLA management, and vendor coordination. You will lead, mentor, and direct a team of Desktop Support Engineers to ensure high\-quality IT support, seamless meeting\-room connectivity, accurate asset management, and strict SLA compliance.

• *Key Responsibilities**

• *1\. Team Leadership \& Operational Oversight**

• **Direct Supervision:** Lead, mentor, and supervise a team of Desktop Support Engineers providing onsite L1/L2 technical support.
• **Workflow \& Scheduling:** Oversee daily helpdesk operations, shift rotas, resource allocation, and task prioritization aligned with business impact and SLAs.
• **Performance Management:** Conduct regular performance reviews, 1\-on\-1s, and skill development sessions for team members.
• **Escalation Ownership:** Serve as the primary point of contact and escalation for urgent requests, frustrated users, and meeting\-critical incidents.
• **Service Culture:** Drive a customer\-first service culture emphasizing fast resolution, clear user communication, and high customer satisfaction scores (CSAT).

• *2\. Desktop and End\-User Technical Support**

• **L2/L3 Support:** Provide advanced L2/L3 onsite technical support for Windows laptops, desktops, OS, peripherals, printers, and standard business applications.
• **Technical Escalations:** Act as an escalation point for complex hardware failures, OS issues, software installations, application errors, and user access problems.
• **M365 \& macOS:** Support Microsoft 365 applications (Outlook, Teams, Word, Excel) and basic macOS endpoints where required.
• **Identity \& Access:** Oversee user account administration, password resets, group memberships, and Active Directory / Azure AD access controls in line with security policies.
• **Network Troubleshooting:** Diagnose complex network connectivity issues involving LAN, Wi\-Fi, VPN, TCP/IP, DNS, and DHCP.
• **Endpoint Management:** Ensure standard OS imaging, endpoint configurations, and software deployment comply with organizational IT standards.

• *3\. Meeting Room and AV Support Oversight**

• **AV Operational Readiness:** Oversee operational readiness and maintenance for meeting\-room displays, cameras, microphones, speakers, docking systems, and video conferencing equipment.
• **Teams Rooms:** Supervise setup, configuration, and troubleshooting of Microsoft Teams Rooms and associated peripherals.
• **Pre\-Meeting Verification:** Ensure the team executes pre\-meeting checks for high\-priority business meetings and executive conferences.
• **Vendor Coordination:** Manage prompt resolution of meeting\-room incidents and coordinate directly with AV vendors or specialized external support teams when needed.

• *4\. Incident Management \& Service Delivery**

• **Queue Oversight:** Monitor and manage the ticketing queue (ServiceNow or equivalent ITSM platforms) to ensure tickets are correctly logged, categorized, prioritized, and updated.
• **SLA Compliance:** Ensure the team resolves incidents and fulfills service requests within agreed Service Level Agreements (SLAs).
• **Quality \& Documentation:** Review ticket documentation to maintain clear diagnostic steps, resolution details, and root\-cause notes.
• **Problem Management:** Lead root\-cause analysis (RCA) for recurring technical issues and implement preventive measures to reduce ticket volume.
• **External Escalations:** Facilitate escalations with complete diagnostic details to remote IT teams, infrastructure specialists, or software teams.

• *5\. Asset, Vendor \& Lifecycle Management**

• **Inventory Management:** Oversee complete lifecycle management and inventory accuracy for all IT assets (laptops, desktops, monitors, peripherals, AV systems).
• **Asset Tracking:** Supervise asset tagging, allocation, retrieval, movement tracking, and audit readiness.
• **OEM / Vendor Relations:** Coordinate directly with OEMs (Dell, HP, Lenovo), hardware vendors, and internal IT groups for warranty claims, repairs, replacements, and service contract renewals.
• **Compliance:** Ensure all equipment handling and device provisioning comply with corporate security and asset\-management policies.

• *6\. Technical Documentation \& Communication**

• **SOP Development:** Establish standard operating procedures (SOPs), onboarding/offboarding checklists, and troubleshooting runbooks for the team.
• **Knowledge Base:** Oversee the maintenance of knowledge\-base articles and self\-service user guides.
• **Stakeholder Management:** Interface professionally with executive management and business users, translating complex technical issues into clear business impact.
• **Crisis Composure:** Maintain team composure, professionalism, and structured decision\-making during high\-severity operational outages.

• *Required Skills and Qualifications**

• *Mandatory Experience \& Leadership**

• **Team Lead Requirement:** Minimum 1 year of hands\-on experience in a Team Lead, Lead Engineer, or Supervisory role managing a desktop support/helpdesk team.
• **Total IT Experience:** 5–8\+ years of total experience in L1/L2/L3 Desktop Support, End\-User Computing, or Onsite IT Infrastructure support.

• *Technical \& Operational Competencies**

• Expert knowledge of Windows operating systems, Microsoft 365 suite, Active Directory, and domain environments.
• Hands\-on experience with ITSM platforms (ServiceNow or equivalent) and SLA tracking tools.
• Solid practical understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN, Wi\-Fi troubleshooting).
• Strong operational knowledge of meeting room technology, AV hardware, and Microsoft Teams Rooms.
• Familiarity with remote administration tools, endpoint protection software, and software deployment concepts.
• Sound knowledge of IT security best practices, endpoint protection, and data privacy access controls.

• *Soft Skills \& Leadership**

• Excellent leadership, team motivation, and conflict resolution skills.
• Outstanding verbal and written communication skills with experience presenting technical updates to business stakeholders.
• Proven ability to prioritize incidents based on business impact, urgency, and resource availability under pressure.

• *Preferred Qualifications \& Certifications**

• **ITIL Certification:** ITIL v3 / v4 Foundation certification (Highly Preferred).
• **Vendor Certifications:** Relevant OEM certifications (Dell, HP, Lenovo) or Microsoft support credentials (e.g., Microsoft Enterprise Administrator / Modern Desktop).
• **Industry Background:** Prior experience supporting professional services, corporate head offices, or business\-critical enterprise environments.

• *Work Location \& Other Requirements**

• **Work Location:** Must be willing and able to work onsite at Powai, Mumbai.
• **Interview Process:** Willingness to attend an in\-person interview upon shortlisting.
• **Working Hours:** Flexibility to work in shifts or provide support outside standard business hours when required by operational needs

Work Location: In person