Description

Key Skills: Remote Desktop Support, Windows, macOS, Microsoft 365, VPN, ITIL, ServiceNow, Endpoint Management, Team Leadership, Technical Troubleshooting

Good to Have Skills: Mobile device support, virtual desktop technologies, remote access technologies, root cause analysis, problem management activities, ITSM tools experience, collaboration technologies, workforce planning, shift coordination, automation identification, SOP development, knowledge management, performance monitoring and reporting.

Roles & Responsibilities:

• Lead day-to-day Remote Desktop Support operations supporting global users across multiple time zones.
• Ensure timely resolution of complex incidents and service requests related to end-user computing technologies.
• Monitor support queues, ticket volumes, escalations, and service performance to maintain operational efficiency.
• Act as the primary escalation point for advanced technical issues requiring expert resolution.
• Provide advanced troubleshooting support for Windows and macOS environments, Microsoft 365, VPN connectivity, and endpoint devices.
• Coordinate with Infrastructure, Security, Network, and Application teams to resolve cross-functional technical issues.
• Support root cause analysis and problem management activities to prevent recurring incidents.
• Provide day-to-day guidance, mentoring, and technical leadership to Remote Desktop Support Agents.
• Assist with onboarding, training, and continuous skills development for team members.
• Ensure adherence to ITIL-based Incident, Request, and Knowledge Management processes across all operations.
• Identify opportunities for automation and operational improvement to enhance service delivery efficiency.
• Monitor and report on SLAs, ticket trends, escalations, backlog, and customer satisfaction metrics.

Experience Required: 5-7 years of experience in IT Support or Remote Desktop Support environments with minimum 2 years in a senior support or team lead role. Strong experience supporting enterprise end-user computing environments required.

Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred

Key Skills

Education

Any Graduate