Job Description

Job Description:

As a Technical Lead - L1 in the Desktop Support Lead capacity you will play a critical role in supporting and enhancing our IT infrastructure environment. Your primary responsibilities will include providing expert technical assistance to the Infrastructure team, monitoring ongoing projects to ensure timely progress, and maintaining comprehensive and up-to-date documentation.

You will be responsible for enforcing adherence to established processes and procedures within the team, ensuring operational consistency and quality standards are met. Additionally, you will contribute hands-on technical support to infrastructure workloads, leveraging your skills in Windows 11, Active Directory, and Microsoft 365 environments.

Your role also involves collaborating with external vendors to resolve issues efficiently, optimizing infrastructure processes through automation and scripting where applicable, and performing other duties as assigned to support operational excellence.

Key Responsibilities:

• Provide escalation support and technical guidance to infrastructure and desktop support teams.
• Monitor and track project progress, facilitating communication and issue resolution.
• Manage and update technical documentation, ensuring accuracy and accessibility for team members.
• Implement and reinforce process compliance and quality assurance measures within the team.
• Engage in hands-on troubleshooting and resolution of infrastructure-related incidents and requests.
• Drive continuous improvement initiatives, including automation to enhance efficiency.

Required Skills and Experience:

• Extensive experience with Windows operating systems, particularly Windows 11, and familiarity with workstation hardware and desktop applications.
• Strong proficiency in Active Directory management and Microsoft 365 suite administration.
• Proven track record of troubleshooting complex issues within infrastructure environments.
• Demonstrated ability to work effectively with external vendors and manage third-party relationships.
• Experience with scripting and automation techniques is highly desirable.
• Excellent documentation and communication skills to maintain clear and effective knowledge sharing.

This position requires a candidate with a proactive mindset, passion for technology, and strong leadership qualities to foster collaboration and drive infrastructure excellence.