Job Description Team Leader, Desktop Support / End User Support

Reports To: IT Infrastructure Manager / Service Delivery Manager

Job Summary

Lead the Desktop Support and End User Support team to deliver timely, high-quality IT support. Manage daily operations, ensure SLA compliance, resolve escalations, and improve end-user experience.

Key Responsibilities

- Lead and mentor Desktop/End User Support Engineers.
- Allocate and monitor daily support activities.
- Ensure incidents and service requests are resolved within SLAs.
- Handle technical escalations and major incidents.
- Monitor ticket queues and team performance.
- Manage desktop, laptop, printer, and peripheral support.
- Support Windows, Microsoft 365, Active Directory, VPN, and endpoint devices.
- Maintain IT asset inventory and device lifecycle.
- Coordinate with Infrastructure, Network, Security, and vendors.
- Prepare service reports and maintain support documentation.




- Drive process improvements and customer satisfaction.

Required Skills

- Team leadership and people management.
- Robust Windows desktop troubleshooting skills.
- Knowledge of Microsoft 365, Active Directory, Intune/SCCM, and ITSM tools.
- Understanding of ITIL processes.
- Excellent communication and customer service skills.

Qualifications

- Bachelor's degree in IT, Computer Science, or related field.
- ITIL Foundation and Microsoft certifications are preferred.

Experience

- 46 years in Desktop/End User Support.
- 2+ years Team leading a Desktop Support team.

Key KPIs

- SLA compliance
- Customer Satisfaction (CSAT)
- Mean Time to Resolve (MTTR)
- Ticket backlog and aging
- Team productivity
- Asset accuracy

[email protected]

📌 Team Leader For Desktop Support/EUS (New Delhi)
🏢 Team Computers
📍 New Delhi