We are seeking an experienced and hands-on Desktop Support Team Lead to oversee onsite end-user computing and AV support operations at our Powai office. In this role, you will balance direct hands-on L2/L3 technical support with team oversight, SLA management, and vendor coordination. You will lead, mentor, and direct a team of Desktop Support Engineers to ensure high-quality IT support, seamless meeting-room connectivity, accurate asset management, and strict SLA compliance.

Key Responsibilities

1. Team Leadership & Operational Oversight

- Direct Supervision: Lead, mentor, and supervise a team of Desktop Support Engineers providing onsite L1/L2 technical support.
- Workflow & Scheduling: Oversee daily helpdesk operations, shift rotas, resource allocation, and task prioritization aligned with business impact and SLAs.
- Performance Management: Conduct regular performance reviews, 1-on-1s, and skill development sessions for team members.
- Escalation Ownership: Serve as the primary point of contact and escalation for urgent requests, frustrated users, and meeting-critical incidents.
- Service Culture: Drive a customer-first service culture emphasizing rapid resolution, clear user communication, and high customer satisfaction scores (CSAT).

2. Desktop and End-User Technical Support

- L2/L3 Support: Provide advanced L2/L3 onsite technical support for Windows laptops, desktops, OS, peripherals, printers, and standard business applications.
- Technical Escalations: Act as an escalation point for complex hardware failures, OS issues, software installations, application errors, and user access problems.
- M365 & macOS: Support Microsoft 365 applications (Outlook, Teams, Word, Excel) and basic macOS endpoints where required.
- Identity & Access: Oversee user account administration, password resets, group memberships, and Active Directory / Azure AD access controls in line with security policies.
- Network Troubleshooting: Diagnose complex network connectivity issues involving LAN, Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
- Endpoint Management: Ensure standard OS imaging, endpoint configurations, and software deployment comply with organizational IT standards.

3. Meeting Room and AV Support Oversight

- AV Operational Readiness: Oversee operational readiness and maintenance for meeting-room displays, cameras, microphones, speakers, docking systems, and video conferencing equipment.
- Teams Rooms: Supervise setup, configuration,



and troubleshooting of Microsoft Teams Rooms and associated peripherals.
- Pre-Meeting Verification: Ensure the team executes pre-meeting checks for high-priority business meetings and executive conferences.
- Vendor Coordination: Manage prompt resolution of meeting-room incidents and coordinate directly with AV vendors or specialized external support teams when needed.

4. Incident Management & Service Delivery

- Queue Oversight: Monitor and manage the ticketing queue (ServiceNow or equivalent ITSM platforms) to ensure tickets are correctly logged, categorized, prioritized, and updated.
- SLA Compliance: Ensure the team resolves incidents and fulfills service requests within agreed Service Level Agreements (SLAs).
- Quality & Documentation: Review ticket documentation to maintain clear diagnostic steps, resolution details, and root-cause notes.
- Problem Management: Lead root-cause analysis (RCA) for recurring technical issues and implement preventive measures to reduce ticket volume.
- External Escalations: Facilitate escalations with complete diagnostic details to remote IT teams, infrastructure specialists, or software teams.

5. Asset, Vendor & Lifecycle Management

- Inventory Management: Oversee complete lifecycle management and inventory accuracy for all IT assets (laptops, desktops, monitors, peripherals, AV systems).
- Asset Tracking: Supervise asset tagging, allocation, retrieval, movement tracking, and audit readiness.
- OEM / Vendor Relations: Coordinate directly with OEMs (Dell, HP, Lenovo), hardware vendors, and internal IT groups for warranty claims, repairs, replacements, and service contract renewals.
- Compliance: Ensure all equipment handling and device provisioning comply with corporate security and asset-management policies.

6. Technical Documentation & Communication

- SOP Development: Establish standard operating procedures (SOPs), onboarding/offboarding checklists, and troubleshooting runbooks for the team.
- Knowledge Base: Oversee the maintenance of knowledge-base articles and self-service user guides.
- Stakeholder Management:



Interface professionally with executive management and business users, translating complex technical issues into clear business impact.
- Crisis Composure: Maintain team composure, professionalism, and structured decision-making during high-severity operational outages.

Required Skills and Qualifications

Mandatory Experience & Leadership

- Team Lead Requirement: Minimum 1 year of hands-on experience in a Team Lead, Lead Engineer, or Supervisory role managing a desktop support/helpdesk team.
- Total IT Experience: 5–8 years of total experience in L1/L2/L3 Desktop Support, End-User Computing, or Onsite IT Infrastructure support.

Technical & Operational Competencies

- Expert knowledge of Windows operating systems, Microsoft 365 suite, Active Directory, and domain environments.
- Hands-on experience with ITSM platforms (ServiceNow or equivalent) and SLA tracking tools.
- Solid practical understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN, Wi-Fi troubleshooting).
- Strong operational knowledge of meeting room technology, AV hardware, and Microsoft Teams Rooms.
- Familiarity with remote administration tools, endpoint protection software, and software deployment concepts.
- Sound knowledge of IT security best practices, endpoint protection, and data privacy access controls.

Soft Skills & Leadership

- Excellent leadership, team motivation, and conflict resolution skills.
- Outstanding verbal and written communication skills with experience presenting technical updates to business stakeholders.
- Proven ability to prioritize incidents based on business impact, urgency, and resource availability under pressure.

Preferred Qualifications & Certifications

- ITIL Certification: ITIL v3 / v4 Foundation certification (Highly Preferred).
- Vendor Certifications: Relevant OEM certifications (Dell, HP, Lenovo) or Microsoft support credentials (e.g., Microsoft Enterprise Administrator / Modern Desktop).
- Industry Background: Prior experience supporting professional services, corporate head offices, or business-critical enterprise environments.

Work Location & Other Requirements

- Work Location: Must be willing and able to work onsite at Powai, Mumbai.
- Interview Process: Willingness to attend an in-person interview upon shortlisting.
- Working Hours: Flexibility to work in shifts or provide support outside standard business hours when required by operational needs

Work Location: In person

📌 Desktop Support Team Lead (Powai)
🏢 Bay of Bangalore IT Services
📍 Powai