Desktop Support Manager

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Are you ready to be an important part of this ever-transformational journey?

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Duration: Perm Role

Onsite Role

Desktop Support Manager leads the IT support team, overseeing the technical health and user productivity of an organization's desktop and end-user devices. Key responsibilities include managing the support staff, serving as an escalation point for complex technical issues, tracking performance metrics, ensuring timely issue resolution, and maintaining the desktop infrastructure.

Key Responsibilities:

●      Manage and mentor a team of desktop support technicians, including scheduling, assigning workloads, evaluating performance, and providing training.

●      Oversee the resolution of end-user issues related to hardware, software, and peripherals, ensuring they receive timely and effective technical assistance.

●      Act as the primary point of escalation for advanced and complex technical problems that junior technicians cannot resolve.

●      Ensure the proper functioning and maintenance of desktop computer systems, software, and peripherals. This includes deploying software, installing updates, and managing hardware assets.

●      Contribute to the strategy for the design of end-user computing environments and image management.

●      Track and report on service desk performance, including KPIs and trends, providing data to IT leadership.

●      Maintain high levels of customer satisfaction by ensuring professional, courteous, and efficient support experience for all employees.

●      Identify opportunities to improve support processes, services, and the overall desktop infrastructure

Requirements/Qualifications:

●      Prefer 8-10 years' IT experience, including technical training

●      Strong technical knowledge of operating systems (Windows, macOS), software applications, desktop hardware, and mobile devices.

●      Proven ability to lead and motivate a technical support team.

●      Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations

●      Excellent organizational skills and ability to prioritize tasks among many competing requests

●      Aptitude for learning

●      Excellent oral and written communication skills

●      Able to lift up to 50 pounds

●      Own car for transportation (mileage will be reimbursed by policy)

●      Valid driver's license

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Note: Please follow the link to apply to the role with your recent resume. If you need more details, feel free to contact Garima on .

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