Track Lead Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job description

The Virtual IT Point Lead / Manager is accountable for leading an offshore technical support team that delivers remote end-user support across laptops, desktops, mobile devices, virtual desktop environments, software, connectivity, and smart support hub services. The role combines people leadership, service operations, technical oversight, client engagement, and continuous improvement. The manager ensures SLA achievement, effective shift coverage, clear client communication, strong ticket governance, adoption of support services, and consistent delivery aligned with ITIL, security, and compliance requirements. Job Description : Job Summary\\\\r\\\\nThe Virtual IT Point Lead / Manager is accountable for leading an offshore technical support team that delivers remote end-user support across laptops, desktops, mobile devices, virtual desktop environments, software, connectivity, and smart support hub services. The role combines people leadership, service operations, technical oversight, client engagement, and continuous improvement. The manager ensures SLA achievement, effective shift coverage, clear client communication, strong ticket governance, adoption of support services, and consistent delivery aligned with ITIL, security, and compliance requirements.\\\\r\\\\nPrincipal Responsibilities: Team Leadership & Operations\\\\r\\\\n• Lead, coach, and develop the technician team, setting clear expectations for service quality, productivity, ownership, customer experience, and professional conduct.\\\\r\\\\n• Allocate work based on priority, workload, technician capability, business impact, and contractual commitments.\\\\r\\\\n• Manage multiple operational priorities simultaneously, including incidents, requests, escalations, staffing gaps, client meetings, reporting, and improvement initiatives.\\\\r\\\\n• Conduct regular team huddles, one-to-one discussions, performance reviews, quality checks, and technical knowledge-sharing sessions.\\\\r\\\\n• Build cross-training and succession coverage to reduce single points of dependency and maintain service continuity.\\\\r\\\\n• Promote a culture of accountability, collaboration, proactive communication, documentation, innovation, and continuous learning.\\\\r\\\\nSLA, Ticket & Service Management\\\\r\\\\n• Own day-to-day SLA and operational performance across incidents, service requests, escalations, and planned activities.\\\\r\\\\n• Monitor ticket queues, ageing, backlog, priority, response time, resolution time, reopen trends, and breach risks; intervene early to protect commitments.\\\\r\\\\n• Ensure accurate ticket classification, prioritization, documentation, routing, resolution notes, closure codes, and user communication.\\\\r\\\\n• Drive timely escalation to resolver groups, service owners, OEMs, field support, and client stakeholders when required.\\\\r\\\\n• Lead or support incident reviews, recurring issue reviews, root-cause analysis, corrective actions, and service improvement plans.\\\\r\\\\n• Maintain operational governance in line with Incident, Problem, Request, Change, Knowledge, and Major Incident Management practices.\\\\r\\\\nShift, Roster & Workforce Management\\\\r\\\\n• Create and maintain shift schedules and rosters that provide required coverage across business hours, off-hours, weekends, holidays, and peak-demand periods.\\\\r\\\\n• Plan staffing based on forecasted ticket volumes, service coverage, employee availability, skills, leave, training, and contingency requirements.\\\\r\\\\n• Manage shift handovers, attendance, leave coordination, backup coverage, schedule adherence, and emergency staffing adjustments.\\\\r\\\\n• Ensure each shift has appropriate technical leadership, escalation support, and balanced workload distribution.\\\\r\\\\n• Review capacity and utilization trends and recommend workforce, skill, or schedule changes where operational demand requires them.\\\\r\\\\nClient Communication & Service Governance\\\\r\\\\n• Act as the primary oper Key Responsibilities Principal Responsibilities: Team Leadership & Operations • Lead, coach, and develop the technician team, setting clear expectations for service quality, productivity, ownership, customer experience, and professional conduct. • Allocate work based on priority, workload, technician capability, business impact, and contractual commitments. • Manage multiple operational priorities simultaneously, including incidents, requests, escalations, staffing gaps, client meetings, reporting, and improvement initiatives. • Conduct regular team huddles, one-to-one discussions, performance reviews, quality checks, and technical knowledge-sharing sessions. • Build cross-training and succession coverage to reduce single points of dependency and maintain service continuity. • Promote a culture of accountability, collaboration, proactive communication, documentation, innovation, and continuous learning. SLA, Ticket & Service Management • Own day-to-day SLA and operational performance across incidents, service requests, escalations, and planned activities. • Monitor ticket queues, ageing, backlog, priority, response time, resolution time, reopen trends, and breach risks; intervene early to protect commitments. • Ensure accurate ticket classification, prioritization, documentation, routing, resolution notes, closure codes, and user communication. • Drive timely escalation to resolver groups, service owners, OEMs, field support, and client stakeholders when required. • Lead or support incident reviews, recurring issue reviews, root-cause analysis, corrective actions, and service improvement plans. • Maintain operational governance in line with Incident, Problem, Request, Change, Knowledge, and Major Incident Management practices. Skill Requirements Shift, Roster & Workforce Management • Create and maintain shift schedules and rosters that provide required coverage across business hours, off-hours, weekends, holidays, and peak-demand periods. • Plan staffing based on forecasted ticket volumes, service coverage, employee availability, skills, leave, training, and contingency requirements. • Manage shift handovers, attendance, leave coordination, backup coverage, schedule adherence, and emergency staffing adjustments. • Ensure each shift has appropriate technical leadership, escalation support, and balanced workload distribution. • Review capacity and utilization trends and recommend workforce, skill, or schedule changes where operational demand requires them. Client Communication & Service Governance • Act as the primary operational contact for assigned client stakeholders and represent the support team in service reviews, governance meetings, and escalations. • Provide clear, timely, and fact-based updates on incidents, risks, service performance, resource constraints, dependencies, and recovery actions. • Manage client expectations professionally, translate technical topics into business impact, and maintain trust during high-priority situations. • Prepare and present weekly and monthly service reviews covering SLA performance, ticket trends, recurring issues, adoption, risks, actions, and improvement opportunities. • Capture decisions and action items, assign accountable owners, establish target dates, and track actions through closure. • Partner with client and internal teams to understand business needs, identify service gaps, and align support delivery with operational priorities. Technical Leadership & Escalation Management • Provide technical direction and hands-on escalation support for complex hardware, software, operating system, network, remote access, VDI, BIOS, imaging, and device management issues. • Oversee remote-control support, including use of IP KVM and approved remote support tools, while ensuring secure and compliant access. • Guide troubleshooting across Microsoft Remote Desktop, Citrix, VMware Horizon, VPN, firewalls, bandwidth, Windows, macOS, mobile devices, and common business applications. • Coordinate