Administrator (Support & Operations)

Job Summary

We are seeking a skilled and proactive Operations Lead to manage and oversee the day-to-day support operations for Windows and Linux-based laptops and desktops. This individual will lead a team of support engineers, ensure adherence to SLAs and KPIs, coach and mentor staff, and maintain high service standards. The ideal candidate will have extensive experience in Service Now, strong technical troubleshooting capabilities, and a passion for continuous improvement in IT support operations.\r\n Key Responsibilities:\r\n Team Leadership & Coaching:\r\n Lead and mentor a team of IT support engineers handling Windows and Linux systems.\r\n Provide technical guidance and performance feedback.\r\n Conduct regular team meetings and knowledge-sharing sessions.\r\n Incident & Service Request Management:\r\n Monitor and manage all support tickets via Service Now.\r\n Ensure timely resolution of incidents, service requests, and problems.\r\n Escalate critical issues and provide root cause analysis.\r\n Operational Excellence:\r\n Oversee day-to-day laptop/desktop support activities across the organization.\r\n Track and report on SLA, KPI, and customer satisfaction metrics.\r\n Implement best practices and standard operating procedures.\r\n Asset & Inventory Coordination:\r\n Collaborate with asset management teams to ensure device availability and lifecycle tracking.\r\n Support device imaging, deployment, and patching activities.\r\n Continuous Improvement:\r\n Identify recurring issues and initiate process or technology improvements.\r\n Drive initiatives to enhance team productivity and service quality.\r\n Required Skills & Experience:\r\n5+ years of IT support experience with Windows and Linux desktop/laptop environments.\r\n2+ years in a team lead or operations management role.\r\n Strong proficiency in Service Now ticketing system.\r\n Solid understanding of ITIL processes and service management frameworks.\r\n Excellent troubleshooting, communication, and stakeholder management skills.\r\n Experience in monitoring SLAs, KPIs, and generating performance reports.\r\n Preferred Qualifications:\r\nITIL Foundation Certification.\r\n Experience with SCCM, JAMF, or other endpoint management tools.

Job Description : Monitor & respond to helpdesk tickets within defined SLA

Key Responsibilities

Install, configure, and maintain desktop and laptop systems, including Windows and Mac OS.\r\n Troubleshoot hardware, software, and network issues.\r\n Support end-users in person, remotely, and via phone or ticketing system.\r\n Deploy and maintain IT assets such as printers, monitors, and peripherals.\r\n Manage user accounts, permissions, and access rights in Active Directory.\r\n Install and configure applications and patches, ensuring compliance with security standards.\r\n Collaborate with IT infrastructure and security teams to support company-wide projects.\r\n Maintain documentation of IT procedures, configurations, and user guides.\r\n Monitor and respond to helpdesk tickets within defined SLAs.\r\n Assist in onboarding and offboarding of employees from an IT standpoin

Skill Requirements

Desk Side support in IT:

Other Requirements

Should have knowledge of Troubleshooting hardware, software and Network issues