Deskside Support Team Lead (all genders)
Role details
Job location
Tech stack
Job description
The Deskside Support Team Lead is responsible for overseeing the deskside support team, ensuring the delivery of high-quality IT support services to end-users. This role involves managing day-to-day operations, coordinating with other IT teams, and driving continuous improvement in service delivery in alignment with ITIL best practices.
What you'll do
Team Leadership:
- Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
- Assign tasks, monitor performance, and provide regular feedback to team members
- Foster a positive and collaborative team environment.
Service Delivery:
- Ensure timely and effective resolution of IT support requests and incidents.
- Monitor Deskside performance metrics and implement improvements as needed.
- Coordinate with other IT teams to ensure seamless service delivery.
Process Management:
- Develop and maintain standard operating procedures (SOPs) for deskside support.
- Ensure adherence to ITIL best practices and organizational policies
- Identify and implement process improvements to enhance service efficiency and effectiveness.
Incident and Problem Management:
- Oversee the management of incidents and problems, ensuring root cause analysis and resolution.
- Maintain and update the Known Error Database (KEDB) and knowledge base.
Asset and Inventory Management: Ensure accurate tracking and management of IT assets and inventory., Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex. 'On-site Flex' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.
- Wellbeing: Programs designed to support your individual needs, help you achieve personal goals, and incentivize you with rewards
- Stock: Discounted employee stock purchase program
- Parental Bonding: 16 weeks fully paid bonding leave for all new parents
- Recognition: Peer-to-peer award program designed to recognize excellence and celebrate success
- Pension: Annual pension contribution that increases with tenure
Requirements
- Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
- Familiarity with ITIL framework and best practices.
Technical Skills:
- Strong technical knowledge of IT hardware, software, and networks.
- Proficiency in Deskside and asset management tools.
- Experience with remote support tools and technologies.
Leadership Skills:
- Strong leadership and team management skills.
- Ability to motivate and mentor team members.
Analytical Skills:
- Strong analytical and problem-solving skills.
- Ability to analyze performance metrics and identify areas for improvement.
Communication Skills:
- Excellent verbal and written communication skills.
- Ability to communicate effectively with end-users and IT teams.
Organizational Skills:
- Strong organizational and time management skills.
- Attention to detail and accuracy.
Benefits & conditions
What we're offering
This position is subject to the Austrian Collective Bargaining Agreement (CBA) for Employees in the Metal Technology Industry (https://www.metalltechnischeindustrie.at/fileadmin/content/Dokumente/Kollektivvertrag/KV-2025_2026/FMTI_Mindesgehaltstabelle_2025.pdf) in the occupation group E or F depending on educational background. A higher payment is negotiable depending on education, expertise and skills. The monthly salary is paid 14 times per year., Additional medical services Flexible working hours Company laptop Fitness programs Incentives & events The employee benefits shown are company-specific and may vary depending on the position and department. Additional medical services Flexible working hours Company laptop Fitness programs Incentives & events Parking space Employee discount Cafeteria Meal coupons Company mobile phone Company medical officer Stock options Coaching Home office Study allowance Good transport connections The employee benefits shown are company-specific and may vary depending on the position and department.
