Remote Desktop Support Lead - S

Job description

**Key Responsibilities:** - Lead and manage a team of remote desktop support engineers to deliver high-quality IT support - Act as the primary escalation point for complex technical issues and critical incidents - Ensure adherence to SLAs, KPIs, and service quality standards - Monitor ticket queues, workloads, and performance metrics using ITSM tools - Provide technical guidance, mentoring, and coaching to team members - Coordinate with infrastructure, network, security, and application teams for issue resolution - Develop, document, and maintain standard operating procedures (SOPs) and knowledge base articles - Conduct root cause analysis and implement preventive measures - Support onboarding and training of new team members - Participate in shift planning, resource allocation, and coverage management - Communicate effectively with stakeholders and provide regular status reports **Required Skills & Competencies:** - Strong knowledge of Windows and/or macOS operating systems - Hands-on experience with remote support tools (RDP, VPN, VDI, remote management tools) - Working knowledge of Active Directory, O365/Email, hardware, printers, and peripherals - Familiarity with ITSM tools (ServiceNow, Remedy, Jira, etc.) - Excellent troubleshooting and problem-solving skills - Strong leadership, communication, and interpersonal abilities - Ability to manage priorities in a fast-paced, remote support environment