Lead Desktop Support Engineer Job Network International

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Responsibilities:

• Lead and mentor a team of desktop support engineers, providing guidance, training, and performance feedback to ensure high-quality service delivery.
• Serve as the primary point of contact for escalated technical issues, complex troubleshooting scenarios, and critical incidents related to desktop systems, hardware, and software.
• Collaborate with cross-functional teams, including IT infrastructure, security, and application support, to address desktop-related issues and enhance system integrations and compatibility.
• Develop and implement desktop support policies, procedures, and best practices to streamline operations, improve service levels, and ensure compliance with regulatory requirements.
• Manage desktop hardware and software procurement, inventory, and lifecycle management processes, including vendor selection, licensing, and asset tracking.
• Evaluate and recommend desktop technologies, tools, and solutions to enhance user experience, productivity, and security in alignment with business objectives and industry trends.
• Conduct regular performance monitoring, capacity planning, and optimization of desktop infrastructure components, such as operating systems, endpoint security solutions, and productivity applications.
• Lead desktop deployment projects, upgrades, and migrations, coordinating with stakeholders to minimize disruptions and ensure successful implementation within defined timelines and budget constraints.
• Collaborate with the IT service desk to develop and maintain knowledge base articles, user guides, and training materials to empower end-users and promote self-service capabilities.
• Participate in IT governance meetings and incident response teams to represent desktop support interests and contribute to strategic decision-making processes.
• Any other duties as assigned by line manager.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 5+ years of experience in desktop support roles, including at least 2 years in a leadership or supervisory capacity, preferably in a fintech or financial services environment.
• Expertise in deploying, configuring, and troubleshooting desktop operating systems (Windows, macOS) and productivity software (Microsoft Office 365, collaboration tools).
• In-depth knowledge of desktop hardware components, peripherals, and enterprise-class endpoint management solutions (e.g. Intune).
• Familiarity with regulatory compliance requirements, security standards, and data protection practices relevant to the financial industry (e.g., PCI DSS, GDPR).
• Strong project management skills with experience leading desktop deployment, upgrade, and migration projects from inception to completion.
• Excellent communication, interpersonal, and leadership skills with the ability to collaborate effectively with technical and non-technical stakeholders at all levels of the organization.
• Proven ability to analyze complex technical issues, develop innovative solutions, and implement process improvements to enhance service delivery and operational efficiency.
• Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL Foundation, or equivalent are highly desirable.
• Flexibility to work outside of regular business hours as needed for critical incidents, project deployments, or system maintenance activities.

How to Apply

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