Desktop Support Engineer Team Lead

PURPOSE OF THE ROLE:

The Desktop Support Engineer Team Lead will manage and oversee the day- to-day activities of the desktop support team, ensuring the smooth operation of all end- user IT systems across the company, the team lead will also diagnose and troubleshoot technical issues, configure and install hardware and software. This role requires excellent leadership skills, technical expertise in desktop support, and a strong understanding of the unique IT requirements in a financial services environment. The ideal candidate will have experience managing desktop environments in regulated industries and possess a proactive, customer-centric approach to support.

KEY DUTIES s RESPONSIBILITIES OF THE ROLE INCLUDE (BUT ARE NOT LIMITED TO):

1. Leadership s Team Management:
o Lead and mentor the desktop support team, fostering a collaborative and efficient work environment.
o Supervise daily tasks, ensuring the timely resolution of support tickets and incidents.
o Provide guidance on troubleshooting, and delegate tasks to ensure high service quality.
o Conduct regular performance evaluations, identify areas for team improvement, and deliver necessary training.

2. Technical Support:
o Oversee the installation, configuration, and maintenance of desktop hardware, software, and peripherals for end users.
o Troubleshoot and resolve complex technical issues related to desktop systems, printers, network connectivity, and mobile devices.
o Provide technical support for financial software platforms, ensuring they are configured correctly and updated regularly.
o Manage hardware/software inventory and lifecycle, ensuring devices are up- to-date and meet security standards.
o Provide second-level technical support to end-users via phone, email, and in-person.
o Assist users with setting up and configuring computer systems and peripherals.

3. Customer Service s Communication:
o Act as the main escalation point for technical issues and customer concerns, ensuring rapid response and resolution.
o Liaise with other IT teams (network, security, applications) to coordinate support and minimize downtime for end users.
o Communicate effectively with non-technical stakeholders to ensure their needs are understood and addressed.
o Deliver clear and concise status updates to upper management and end users on critical issues and incidents.

4. Project Management:
o Lead desktop-related projects, including software rollouts, hardware upgrades, and infrastructure improvements.
o Collaborate with IT management on strategy, planning, and execution of key initiatives like digital transformation and remote work solutions.
o Ensure documentation is updated for processes, projects, and technical solutions.

5. Compliance s Security:
o Enforce and ensure compliance with IT security policies, especially related to financial regulations (e.g., PCI DSS, POPIA).
o Coordinate with the security team to ensure secure access to systems and protect sensitive financial data.
o Regularly review and implement patches, updates, and antivirus software to maintain a secure desktop environment.
o Support audits and regulatory inspections by providing documentation and system reports.

6. Installation and Configuration:
o Install, configure, and maintain computer hardware, operating systems, and applications.
o Ensure that software updates, patches, and security measures are applied regularly.
o Set up new user accounts and profiles and deal with password issues.

7. Maintenance and Upgrades:
o Perform routine maintenance on all computer systems and networks.
o Assist in the deployment of new hardware and software as needed.
o Ensure proper documentation of all system configurations and changes.
o Assist in the implementation of new technologies and system upgrades.

8. User Training and Documentation:
o Provide training and guidance to end-users on the use of hardware and software.
o Create and maintain comprehensive documentation for technical procedures and user support.

9. System Monitoring and Reporting:
o Monitor system performance and ensure optimal functioning of hardware and software.
o Generate reports on technical support activities and system performance.
o Identify recurring issues and provide input for improving IT processes and systems.
o Maintain inventory of IT assets and manage equipment lifecycle.

10. Collaboration and Communication:
o Work closely with other IT team members to resolve complex issues.
o Communicate effectively with users and provide updates on the status of their requests.
o Escalate unresolved issues to higher-level support or specialized teams as necessary.

ROLE REQUIREMENTS (QUALIFICATION, EXPERIENCE AND EXPERTISE):

o Grade 12 or NQF level 4
o Bachelor’s degree in Information Technology, Computer Science, or a
related field, or equivalent work experience.
o Proven experience as a Desktop Support Engineer team Lead, Technical Support Specialist, or similar role.
o 5+ years of hands-on experience in desktop support within a financial or similarly regulated industry.
o 2+ years of experience in a leadership or team lead role.

ROLE COMPETENCIES / SKILLS REQUIRED:

1. Leadership Skills:
o Proven ability to lead a team, manage workloads, and drive performance improvements.
o Strong decision-making, problem-solving, and conflict resolution skills.
o Excellent verbal and written communication skills

2. Technical Skills:
oo Strong knowledge of Windows and macOS operating systems.
o Familiarity with computer hardware, software applications, and networking fundamentals.
o Experience with remote desktop applications and help desk software.
o Understanding of Active Directory, Office 365, and common IT infrastructure.
o Knowledge of VoIP systems and basic networking concepts
o Understanding of IT security best practices.
o Knowledge of endpoint security and financial compliance frameworks.
o Experience with scripting (PowerShell or similar) for automation is a plus
o Monitor system performance and ensure optimal functioning of hardware and software.

3. Problem-Solving Abilities:
o Excellent troubleshooting and problem-solving skills.
o Ability to diagnose and resolve technical issues efficiently and effectively.

4. Communication Skills:
o Strong verbal and written communication skills.
o Ability to explain technical concepts in simple terms to non-technical users.

5. Customer Service Orientation:
o Friendly and patient demeanor with a focus on providing excellent customer service.
o Ability to handle user complaints and technical challenges calmly and professionally.

6. Certifications (Preferred):
o CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or other relevant certifications.
o A+ and N+

Other important engagement stakeholders include:
• IT Service Desk
• Windows Team
• Cyber team