Team Leader - Remote Desktop Support

Team: IT

Location: India

Commitment: Full-time

Workplace Type: remote

Accountabilities

• Lead and supervise a team of Remote Desktop Support Engineers, managing daily operations, workload distribution, schedules, and service delivery.

• Monitor team performance against established SLAs and KPIs, ensuring productivity, service quality, and customer satisfaction targets are consistently achieved.

• Conduct regular team huddles, coaching sessions, and performance reviews to identify development opportunities, address weaknesses, and strengthen technical capabilities.

• Recognize individual and team achievements while providing constructive feedback and guidance to support professional growth.

• Provide remote technical support to international clients through phone, email, chat, and remote desktop tools.

• Diagnose and resolve hardware and software issues involving desktops, laptops, printers, peripherals, and other IT equipment.

• Install, configure, and maintain operating systems, software applications, and security patches.

• Configure and troubleshoot VPN connections and support multi-factor authentication (MFA) solutions, including YubiKey.

• Collaborate with cross-functional teams across different time zones to escalate and resolve complex technical incidents.

• Maintain accurate documentation of support tickets, troubleshooting activities, and resolutions using Jira or similar ticketing platforms.

• Train and guide end users on IT best practices, security procedures, and technical support processes.

• Stay informed about emerging technologies and industry developments to continuously improve support operations and service quality.

Requirements

• At least 2 years of experience in a Team Leader or supervisory role within remote desktop support or technical support operations, preferably serving international clients.

• Strong practical knowledge of remote desktop support tools, IT troubleshooting methodologies, and technical support processes.

• Demonstrated ability to manage teams, monitor performance, meet SLAs and KPIs, and coordinate daily operational activities.

• Experience diagnosing and resolving hardware, software, operating system, and peripheral-related technical issues.

• Working knowledge of VPN technologies and multi-factor authentication solutions, particularly YubiKey.

• Familiarity with collaboration and ticket management platforms such as Slack and Jira.

• Excellent written and verbal English communication skills, with the ability to interact professionally with international clients and culturally diverse teams.

• Strong organizational, leadership, coaching, and problem-solving abilities.

• Ability to work independently, manage competing priorities, and collaborate effectively in a remote or international team environment.

Additional qualifications considered an advantage:

• Bachelors degree in Computer Science, Information Technology, or a related discipline.

• Relevant industry certifications, such as CompTIA A+, Network+, or Security+.

• Experience supporting multiple operating systems, including Windows, macOS, and Linux.

• Previous experience managing technical support teams in a global BPO or IT service delivery environment.

Benefits

• Competitive compensation package and industry-aligned employee benefits.

• Opportunity to work with international clients and multicultural teams.

• Professional development through coaching, training, and continuous learning opportunities.

• Opportunities for internal mobility and long-term career progression.

• Supportive workplace culture focused on employee well-being and professional growth.

• Access to employee wellness and HR support programs.

• Inclusive and collaborative working environment that values diversity and teamwork.

• Opportunity to strengthen both technical expertise and people-management skills.