Team Leader - Remote Desktop Support

This

position

is

listed

on

behalf

of

a

partner

company,

who

manages

all

applications

and

next

steps.

Our

partner

is

looking

for

a

Team

Leader

–

Remote

Desktop

Support

based

in

India

.

As

a

Team

Leader

–

Remote

Desktop

Support,

you

will

oversee

a

team

of

technical

support

engineers

responsible

for

delivering

reliable

IT

assistance

to

international

clients.

You

will

combine

team

leadership,

operational

management,

and

hands-on

technical

expertise

to

ensure

excellent

service

delivery.

Your

role

will

involve

monitoring

team

performance,

maintaining

service-level

agreements

(SLAs),

and

ensuring

key

performance

indicators

(KPIs)

are

consistently

achieved.

You

will

also

coach

and

develop

team

members

through

regular

training,

feedback,

and

performance

reviews.

Alongside

managing

daily

operations,

you

will

support

users

with

complex

technical

issues

involving

hardware,

software,

networks,

and

remote

access

solutions.

This

is

an

opportunity

to

contribute

to

a

collaborative,

multicultural

environment

while

improving

technical

support

quality

and

customer

satisfaction.

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:

How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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