Desk Support Team Lead Job Description

How do you write a job description for a Desk Support Team?

Supervise and manage a team of IT desktop support technical specialists and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients. The role assists the client portfolio to meet their goals in learning, teaching, research and administrative activities. The role is part of the Shared Services team flexibly providing IT desktop support and related services across the University. A client focused, service excellence delivery orientation is critical to success in this role. 

This sample Job description explainer offers guidance on key sections that are important to include for clarity, as well as suggestions for promoting the position. It provides a list of duties, responsibilities, tasks, requirements, demands for setting job expectations and the employee's ability to perform the work as described. However, it’s often not construed as an exhaustive list of all functions, responsibilities, skills and abilities.

What does a Helpdesk technical support administrator do?

Responsibilities:

• Able to handle premium users (VVIP).
• Able to manage Site Operation.
• Oversee the day-to-day running operations of the Desk side Engineers and/or Site Operation.
• Oversee the scheduling and coordinate of the Deskside Engineers.
• Oversee the training and development of the onsite engineers.
• Reporting needs of Onsite Deskside Support service within reports submission timeline defined by client.
• Work with client to reach service level target.
• Provide client Service Desk a daily report by 10am on the no. of resources available and unavailable per work day.
• Coordinate with Resource Manager / Site Manager on deployment of backfill to cover for absenteeism.
• Need to make sure that the resources in each Site complies to the customer security & related industrial related policies and for new resources to be briefed on such requirements.
• Ensure that IMAC executed are updated by next business day to Asset Management Team.
• Needs to report on a monthly basis the status of the IMAC operation Site supported.
• Ensure all operational procedures are current and adhered by the operation team.
• When need arise, to cover the duties of the Onsite Support Engineers and/or System Administrators.
• Provide suggestions to help improve operations on an ongoing basis.
• Monitor and Track Service Levels on a daily and weekly basis.
• Brief all staff on security requirements and obtain staff signed off prior to allowing them to perform duties.
• Conduct  regular  security education/awareness/refresher briefing (as per frequency specified by client)  to all new and existing staff.
• Provide monthly security governance reporting.
• Responsible as the Security Focal Point for their respective teams with System Administrator Team Lead as the overall Security Focal Point to Client/Customer.

Qualifications:

• Minimum 2 years of relevant experience with adequate technical skills.
• Must be ITIL Foundation certified.
• Cover duty of Team Leader during Team Lead's Absence.
• Support for premium users (VVIP).
• Ability to handle premium users (VVIP).
• Provide single point of contact.
• Cover duty of Team Leader during Team Lead's Absence.

If you wish to use the content provided to make a functional job description, than you normally also need to includes relevant job details of the physical requirements, as well as certain movements that workers may encounter while on the job.

This Desk Support Team Lead Job Description template is fully editable and printable and can be used in Google Docs, MS Word or Pages format. Get this downloadable file now and customize it according to your needs.