Description

Lead day-to-day Remote Desktop Support operations for global users across multiple time zones, owning incident resolution and team leadership.

This role is on-site.

Responsibilities

• Provide advanced troubleshooting for Windows, macOS, Microsoft 365, VPN, and endpoint devices.
• Act as the primary escalation point for complex technical issues and cross-functional coordination.
• Monitor support queues, ticket volumes, and service performance to maintain operational efficiency.
• Guide, mentor, and onboard Remote Desktop Support Agents to ensure continuous skill development.
• Ensure adherence to ITIL processes and identify opportunities for automation and SOP development.

Required Skills

• 5+ years in IT Support or Remote Desktop Support environments.
• Minimum 2 years in a senior support or team lead role.
• Strong experience with Windows and macOS enterprise environments.
• Proficiency in Microsoft 365 administration and VPN connectivity troubleshooting.
• Experience with ITIL frameworks and ServiceNow or similar ITSM tools.
• Expertise in endpoint management and technical troubleshooting.
• Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Key Skills

Education

Any Graduate