Desktop Support Lead
Job Description
Responsibilities of the Role
Provide primary response for user requests to the Help Desk
Participate in Ticket Reviews and assign applicable work
Supervise a team of desktop support agents, offering guidance and support during their shift
Ensure the support team adheres to established SLAs, quality standards, and best practices.
Follow procedures and guidelines (including documentation) for the Help Desk operations
Monitor and inform users on status of their support issues
Perform Setup and deployment of end-user hardware and software
Lead initiatives to improve support processes, tools, and metrics.
Investigate and research solutions for hardware and software problems that arise
Troubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipment
Add / change users and / or permissions and rights in Active Directory
Manage mobile device management systems and enrollment of devices
Participate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeks
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