Tech Lead – Help Desk Operations

Tech Lead – Help Desk Operations

We are seeking a proactive and experienced Tech Lead to oversee and manage our Help Desk operations. This role involves leading a team of support engineers, ensuring high-quality service delivery, driving continuous improvement, and acting as the technical escalation point for complex issues.

Experience: 6+ years of IT support experience, with at least 2 years in a lead or supervisory role.

Key Responsibilities:

• Team Leadership & Management
• Lead and mentor a team of Help Desk engineers (L1/L2).
• Manage shift schedules, workload distribution, and performance reviews.
• Foster a culture of accountability, collaboration, and continuous learning.
• Operational Excellence
• Ensure timely resolution of incidents, service requests, and escalations.
• Monitor SLAs, KPIs, and customer satisfaction metrics.
• Implement ITIL best practices and drive process improvements.
• Be hands-on and support the Help Desk team as needed, especially during peak loads or critical incidents.
• Maintain and improve documentation, SOPs, and knowledge base articles.
• Generate reports and dashboards to track performance, identify trends, and support decision-making.
• Technical Oversight
• Act as the final escalation point for technical issues.
• Provide hands-on support for critical incidents and outages.
• Maintain documentation for known issues, SOPs, and troubleshooting guides.
• Stakeholder Communication
• Collaborate with internal teams, vendors, and clients to ensure seamless support.
• Provide regular updates to management on Help Desk performance and challenges.
• Participate in client calls and service reviews as needed.
• Tools & Automation
• Administer and optimize Help Desk tools
• Identify opportunities for automation and self-service enhancements.

 

Skills Required:

• Strong knowledge of Windows, macOS, networking, and enterprise applications.
• Experience with ITSM tools and ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a passion for service excellence.

 

Soft Skills Required:

• Proficiency in English (spoken and written).
• Strong communication and interpersonal skills.
• Excellent troubleshooting and problem-solving abilities.
• Customer service orientation with a positive attitude.
• Ability to work in a fast-paced, multilingual environment.

Education & Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• ITIL Foundation certification preferred.

Driving License:

Required

Languages:

English

Apply for this position:

To apply for this position kindly email your resume at: rammohan@alphadxb.com