Team Leader - Remote Desktop Support

Accountabilities: Lead and supervise a team of Remote Desktop Support Engineers, managing daily operations, workload distribution, schedules, and service delivery. Monitor team performance against established SLAs and KPIs, ensuring productivity, service quality, and customer satisfaction targets are consistently achieved. Conduct regular team huddles, coaching sessions, and performance reviews to identify development opportunities, address weaknesses, and strengthen technical capabilities. Recognize individual and team achievements while providing constructive feedback and guidance to support professional growth. Provide remote technical support to international clients through phone, email, chat, and remote desktop tools. Diagnose and resolve hardware and software issues involving desktops, laptops, printers, peripherals, and other IT equipment. Install, configure, and maintain operating systems, software applications, and security patches. Configure and troubleshoot VPN connections and support multi-factor authentication (MFA) solutions, including YubiKey. Collaborate with cross-functional teams across different time zones to escalate and resolve complex technical incidents. Maintain accurate documentation of support tickets, troubleshooting activities, and resolutions using Jira or similar ticketing platforms. Train and guide end users on IT best practices, security procedures, and technical support processes. Stay informed about emerging technologies and industry developments to continuously improve support operations and service quality. Requirements At least 2 years of experience in a Team Leader or supervisory role within remote desktop support or technical support operations, preferably serving international clients. Strong practical knowledge of remote desktop support tools, IT troubleshooting methodologies, and technical support processes. Demonstrated ability to manage teams, monitor performance, meet SLAs and KPIs, and coordinate daily operational activities. Experience diagnosing and resolving hardware, software, operating system, and peripheral-related technical issues. Working knowledge of VPN technologies and multi-factor authentication solutions, particularly YubiKey. Familiarity with collaboration and ticket management platforms such as Slack and Jira. Excellent written and verbal English communication skills, with the ability to interact professionally with international clients and culturally diverse teams. Strong organizational, leadership, coaching, and problem-solving abilities. Ability to work independently, manage competing priorities, and collaborate effectively in a remote or international team environment. Additional qualifications considered an advantage: Bachelor's degree in Computer Science, Information Technology, or a related discipline. Relevant industry certifications, such as CompTIA A+, Network+, or Security+. Experience supporting multiple operating systems, including Windows, macOS, and Linux. Previous experience managing technical support teams in a global BPO or IT service delivery environment. Benefits Competitive compensation package and industry-aligned employee benefits. Opportunity to work with international clients and multicultural teams. Professional development through coaching, training, and continuous learning opportunities. Opportunities for internal mobility and long-term career progression. Supportive workplace culture focused on employee well-being and professional growth. Access to employee wellness and HR support programs. Inclusive and collaborative working environment that values diversity and teamwork. Opportunity to strengthen both technical expertise and people-management skills.