Deskside Support Team Lead Engineer

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). Formalise 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. Categorise, prioritise, 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 organisation. Analytical problem‑solving skills and a proactive approach. Self‑motivated and capable of working independently. Detail‑oriented with strong organisational 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. A supportive, diverse and global team with a brilliant culture. Competitive compensation and benefits that include up to 20 days’ vacation per year, various insurances such as 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. To know more about us visit – www.hcltech.com Seniority Level Mid‑Senior level Employment Type Contract Job Function Information Technology Industries Information Services #J-18808-Ljbffr