Helpdesk Shift lead

About the role

Manages the activities and personnel of the IT Support center (help desk). Ensures the operation is in accordance with the established procedures and practices. Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported. Recommends strategies and/or hardware/software enhancements to increase employee productivity.

What you'll do

• Provide day-to-day technical support for end users, including installation, configuration, and troubleshooting of laptops, desktops, and workstations
• Deliver a customer-first support experience for hardware and application issues raised through the help desk
• Ensure global help desk processes, standards, procedures, and SLAs are consistently followed and maintained
• Lead the shift by mentoring help desk engineers and setting clear expectations through hands-on support
• Monitor ticket queues, manage escalations, and drive timely resolution of support requests. Coach team members on troubleshooting, customer handling

What you need

• Hardware
• Troubleshooting