Job Summary

We are seeking a skilled and proactive Operations Lead to manage and oversee the day-to-day support operations for Windows and Linux-based laptops and desktops. This individual will lead a team of support engineers, ensure adherence to SLAs and KPIs, coach and mentor staff, and maintain high service standards. The ideal candidate will have extensive experience in ServiceNow, strong technical troubleshooting capabilities, and a passion for continuous improvement in IT support operations.\r\nKey Responsibilities:\r\nTeam Leadership & Coaching:\r\nLead and mentor a team of IT support engineers handling Windows and Linux systems.\r\nProvide technical guidance and performance feedback.\r\nConduct regular team meetings and knowledge-sharing sessions.\r\nIncident & Service Request Management:\r\nMonitor and manage all support tickets via ServiceNow.\r\nEnsure timely resolution of incidents, service requests, and problems.\r\nEscalate critical issues and provide root cause analysis.\r\nOperational Excellence:\r\nOversee day-to-day laptop/desktop support activities across the organization.\r\nTrack and report on SLA, KPI, and customer satisfaction metrics.\r\nImplement best practices and standard operating procedures.\r\nAsset & Inventory Coordination:\r\nCollaborate with asset management teams to ensure device availability and lifecycle tracking.\r\nSupport device imaging, deployment, and patching activities.\r\nContinuous Improvement:\r\nIdentify recurring issues and initiate process or technology improvements.\r\nDrive initiatives to enhance team productivity and service quality.\r\nRequired Skills & Experience:\r\n5+ years of IT support experience with Windows and Linux desktop/laptop environments.\r\n2+ years in a team lead or operations management role.\r\nStrong proficiency in ServiceNow ticketing system.\r\nSolid understanding of ITIL processes and service management frameworks.\r\nExcellent troubleshooting, communication, and stakeholder management skills.\r\nExperience in monitoring SLAs, KPIs, and generating performance reports.\r\nPreferred Qualifications:\r\nITIL Foundation Certification.\r\nExperience with SCCM, JAMF, or other endpoint management tools.

Job Description : Monitor & respond to helpdesk tickets within defined SLA 

Key Responsibilities

Install, configure, and maintain desktop and laptop systems, including Windows and Mac OS.\r\nTroubleshoot hardware, software, and network issues.\r\nSupport end-users in person, remotely, and via phone or ticketing system.\r\nDeploy and maintain IT assets such as printers, monitors, and peripherals.\r\nManage user accounts, permissions, and access rights in Active Directory.\r\nInstall and configure applications and patches, ensuring compliance with security standards.\r\nCollaborate with IT infrastructure and security teams to support company-wide projects.\r\nMaintain documentation of IT procedures, configurations, and user guides.\r\nMonitor and respond to helpdesk tickets within defined SLAs.\r\nAssist in onboarding and offboarding of employees from an IT standpoin

Skill Requirements

Desk Side support in IT

Other Requirements

Should have knowledge of Troubleshooting hardware, software and Network issues