Desktop Support & Pool Management Team Lead (f/m/d)

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.

Responsibilities:

• Provide third-level support, addressing escalated and unresolved issues from the support team.
• Offer direct support for Break-Fix, fault diagnosis, hardware repair, and software troubleshooting.
• Install, upgrade, and maintain desktops, laptops, printers, AV equipment, and other authorized peripherals.
• Support core IT platforms, including Windows OS, Microsoft Active Directory, MS Office 365, enterprise antivirus solutions, and other desktop applications.
• Deliver high-priority support for VIP and executive users while maintaining high SLA standards.
• Troubleshoot and support Mac devices and mobile device management (MDM), including iOS and Android platforms.
• Facilitate shipping, receiving, and inventory reconciliation activities.
• Oversee warranty claims and engage with vendors for quick resolutions.
• Ensure compliance with security protocols, company policies, and industry standards.

Qualifications:

• Bachelor’s degree in computer science, IT, or a related field.
• Minimum of 5 years of experience in desktop support, asset management, or related IT roles.
• Strong understanding of RCA, audits, SLA management, and reporting.
• Ability to work in shifts, weekends, and off-hours as required for emergency support and planned activities.
• At least B2 English and C1 German language level (additional languages are a plus).

We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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