IT Technical Shift Lead (Desktop Support) Job Description Template
The IT Technical Shift Lead (Desktop Support) is responsible for managing and leading the IT help desk team during assigned shifts. This role ensures timely and effective troubleshooting and resolution of desktop, laptop, and peripheral issues, while maintaining high standards of customer service and efficient team performance.
Responsibilities
- Lead and supervise the IT help desk team during assigned shifts.
- Ensure prompt response and resolution of desktop support tickets.
- Oversee setup and maintenance of desktop, laptop, and peripheral equipment.
- Provide guidance and mentorship to junior team members.
- Maintain accurate records of incidents and solutions.
- Coordinate with other IT teams for escalated issues.
- Monitor service levels and ensure compliance with SLAs.
- Handle complex technical troubleshooting and problem-solving.
- Conduct shift handovers and ensure smooth transitions between shifts.
Qualifications
- Bachelor's degree in Information Technology or related field.
- Minimum of 3 years' experience in desktop support or similar role.
- Previous supervisory or leadership experience in IT support.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work flexible hours and manage shift schedules.
Skills
- Active Directory
- Windows and Mac OS
- Networking basics
- Remote desktop tools
- Incident management software
- Technical documentation
- Customer service
- Leadership
- Problem-solving
Frequently Asked Questions
An IT Technical Shift Lead in Desktop Support oversees the daily operations of the IT support team during their shift. They ensure efficient handling of technical issues, guide junior staff, and manage ticket escalations. They also monitor systems, troubleshoot issues, and maintain high-level customer satisfaction, ensuring that service level agreements are met.
To become an IT Technical Shift Lead in Desktop Support, candidates typically need a bachelor's degree in Information Technology or a related field. Several years of experience in desktop support are essential, along with leadership skills. Industry certifications such as CompTIA A+, ITIL Foundation, or similar can enhance prospects. Continuous learning and hands-on experience are crucial for advancement.
The average salary for an IT Technical Shift Lead in Desktop Support varies by location, experience, and company size. However, it typically ranges from a competitive entry-level wage for new shift leads to a higher salary reflecting extensive experience and expertise in technical support and team leadership. Benefits may include healthcare, bonuses, and training opportunities.
Qualifications for an IT Technical Shift Lead in Desktop Support include a relevant degree and several years of experience in a desktop support role. Key qualifications are strong leadership abilities, excellent problem-solving skills, and proficiency in IT systems and tools. Industry certifications such as CompTIA Network+, Microsoft Certified Professional (MCP), or ITIL are often preferred.
An IT Technical Shift Lead in Desktop Support requires skills in leadership, technical problem-solving, and communication. Responsibilities include managing a team of support technicians, prioritizing and troubleshooting issues, overseeing the progress of shift tasks, and ensuring customer satisfaction. Proficiency in ticketing systems, documentation, and project management is also vital.