Deskside Support Team Lead Engineer

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Overview:

The Deskside Support Team Leader is responsible for overseeing and managing the Field Support Operations (FSO) and the Deskside Support team across designated support locations. This hands-on leadership role involves ensuring service excellence, team performance, and collaboration with internal HCL teams, partner resources, and client stakeholders.

Key Requirements:

• Must hold a full UK driving licence and be willing to travel as required.
• Minimum 4+ years of relevant IT support experience.
• Background security check required.

Primary Responsibilities:

Team & Service Management:

• Lead and manage Deskside Support teams (on-site/off-site) ensuring SLA, OLA, CSAT, and financial targets are consistently met.
• Monitor team attendance and ensure adequate coverage during holidays and seasonal periods.
• Drive service improvement initiatives and manage escalations effectively.
• Prepare and present productivity and efficiency reports (Daily/Weekly/Monthly).
• Formalize and implement internal processes to enhance team expertise.

Technical Support & Operations:

• Provide hands-on 2nd line IT support across a range of devices: desktops, laptops, tablets, smartphones, printers, MFDs, and basic network connectivity.
• Perform infrastructure administration tasks and support business-as-usual (BAU) and project-based environments.
• Troubleshoot and resolve software issues, reimage devices, and manage backup/restoration activities.
• Categorize, prioritize, and manage support tickets using a customer ticketing system (e.g., ServiceNow).
• Ensure timely and clear communication with end users regarding ticket status and resolution.
• Conduct asset inventory and manage equipment moves in line with health and safety guidelines.
• Deliver end-user training and guidance on hardware/software usage.

Coverage & Flexibility:

• Provide on-site support as part of a shift arrangement and cover remote offices when needed.
• Be available for out-of-hours support when required.
• Ensure support is aligned with contracted business hours.

Technical Skills:

• Knowledge of Google Suite
• Strong expertise in IT infrastructure: desktops, laptops, printers, handhelds, smartphones.
• Proficient in Microsoft Windows 10, Office 365, Teams, Google Workspace, and ServiceNow.
• Experience with Active Directory administration (users, groups, policies).
• Familiarity with remote support tools and video conferencing platforms.

Business & Interpersonal Skills:

• Excellent customer service and communication skills (verbal and written).
• Ability to interact professionally with users across various levels of the organization.
• Analytical problem-solving skills and a proactive approach.
• Self-motivated and capable of working independently.
• Detail-oriented with strong organizational skills.

Preferred Experience:

• Prior experience supporting desktops, workstations, notebooks, and printers.
• Experience in delivering IT infrastructure support for projects and upgrades.
• Strong proficiency in Microsoft Office applications (Outlook, Word, Excel).
• In-depth understanding of Outlook calendaring and Microsoft Teams functionality.

Benefits:

• A supportive, diverse and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
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