Desktop Engineer Team Lead

Desktop Engineer Team Lead, Bangalore

Version: January 2026

The Role

Desktop Support Team Lead to oversee and guide our IT support team in Bangalore. This leadership role combines hands-on technical expertise with team management responsibilities, ensuring smooth operations, excellent end-user experience, and adherence to IT standards. The ideal candidate will have strong technical skills, proven experience in desktop support, and the ability to lead and mentor a team in a dynamic environment.

Key Responsibilities

Team Leadership & Management

• Lead and manage a team of Desktop Support Engineers, providing coaching, performance reviews, and career development.
• Assign tasks, monitor progress, and ensure SLA compliance for all support tickets.
• Foster a collaborative, customer-focused culture within the team.

Operational Oversight

• Oversee user onboarding and offboarding processes, ensuring asset readiness and compliance with security standards.
• Ensure proper installation of hardware, operating systems, and application software.
• Manage asset lifecycle, including tracking, audits, and inventory control.
• Drive adherence to IT & IS policies, ITIL standards, and SOPs.

Technical Support & Escalation

• Provide guidance on L1 & L2 ticket resolution and act as an escalation point for complex issues.
• Coordinate with vendors for hardware/software troubleshooting and upgrades.
• Ensure timely execution of hardware/software upgrades and user data backups.

 

Process Improvement & Documentation

• Maintain and improve ITSM ticketing processes based on ITIL standards.
• Prepare and update SOPs for desktop support operations.
• Identify opportunities for automation and efficiency improvements.

Stakeholder Collaboration

• Work closely with global IT teams to align support processes and share best practices.
• Communicate effectively with business stakeholders to ensure a seamless support experience.

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Qualifications & Experience

• Bachelor’s degree or diploma in Computer Science, Information Technology, or related field.
• 6+ years of experience in desktop support or IT roles, with at least 2+ years in a leadership or team lead capacity.
• Strong knowledge of Windows operating systems and common software applications.
• Familiarity with basic network configurations and troubleshooting.
• Experience managing IT assets and ticketing systems (ITIL-based).
• Excellent leadership, problem-solving, and communication skills.

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Preferred Qualifications

• Certifications: ITIL Foundation, Microsoft Certified Professional (MCP), or equivalent.
• Exposure to cloud-based tools and remote support technologies.
• Experience in vendor management and procurement processes.