Deskside Support Lead: IT Ops & Service Excellence

HCLTech; England; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Global team culture

Opportunities to upskill

Total wellbeing focus

CSR Council involvement

Job summary

HCLTech is seeking a skilled Deskside Support Lead to oversee daily operations, ensuring high-quality hardware and software support across offices. You will supervise a busy team, manage incidents, and coordinate with vendors while delivering excellent customer service.

The role requires experience in imaging, Windows/Mac platforms, W10, and strong problem-solving abilities. Travel up to 150 miles and shift coverage from 7 am to 7 pm are expected.

Qualifications

• 3-5 years IT experience including technical training.
• Windows and Macintosh platforms knowledge (portables) and Office suite.
• Imaging Windows 10 OS experience.
• Basic networking concepts (TCP/IP, Windows networking).
• Experience with call center or help desk environments is preferred.
• MCP or A+ certifications are advantageous.

Responsibilities

• Lead and supervise daily Deskside Support operations to meet SLAs and KPIs.
• Prioritize and monitor incident, service requests, IMAC, and project activities.
• Conduct daily team huddles, handovers, and workload planning.
• Provide Level 2 escalation support for hardware, software, network, and mobility issues.
• Manage ticket queues and ensure timely assignments and closures.
• Produce regular performance and inventory reports and drive improvement.

Skills

Windows

MacOS

Microsoft Office

Imaging Windows 10

Networking basics

Customer service

Organizational skills

Team collaboration

MCP Certification

A+ Certification

Education

MCP Certification

A+ Certification

Tools

VDI support

Asset management software

Job description

HCLTech is seeking a skilled Deskside Support Lead to oversee daily operations, ensuring high-quality hardware and software support across offices. You will supervise a busy team, manage incidents, and coordinate with vendors while delivering excellent customer service.

The role requires experience in imaging, Windows/Mac platforms, W10, and strong problem-solving abilities. Travel up to 150 miles and shift coverage from 7 am to 7 pm are expected.