Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

About the role

The Virtual IT Point Lead / Manager is accountable for leading an offshore technical support team that delivers remote end-user support across laptops, desktops, mobile devices, virtual desktop environments, software, connectivity, and smart support hub services. The role combines people leadership, service operations, technical oversight, client engagement, and continuous improvement.

What you'll do

• Team Leadership & Operations\\\\r\\\
• Lead, coach, and develop the technician team, setting clear expectations for service quality, productivity, ownership, customer experience
• Manage multiple operational priorities simultaneously, including incidents, requests, escalations, staffing gaps, client meetings, reporting
• Conduct regular team huddles, one-to-one discussions, performance reviews, quality checks, and technical knowledge-sharing sessions.\\\\r\\\
• Build cross-training and succession coverage to reduce single points of dependency and maintain service continuity.\\\\r\\\

What you need

• Windows
• Troubleshooting
• VMware
• Hardware
• Firewalls
• Intune
• Any graduate

Good to have

• Root cause analysis
• PowerPoint
• Network security
• SOP writing
• Performance management
• Operational risk