We are seeking an experienced, leadership-driven Computer Support Specialist to lead our end-user support operations and maintain the highest standards of technical service, system reliability, and user satisfaction. In this senior role, you will oversee the troubleshooting, maintenance, and optimization of our workstation fleets, enterprise software, and peripheral hardware. If you have strong team leadership skills, deep knowledge of helpdesk operations, and a passion for operational excellence and robust user support, this is an outstanding opportunity to shape the technical productivity and digital experience of our organization.

Key Responsibilities
Team Leadership: Manage, mentor, motivate, and evaluate the IT support team, including helpdesk technicians, desktop support staff, and remote assistance specialists.

Standards & Quality Control: Establish and enforce high service level agreements (SLAs), ticket resolution protocols, and escalation procedures; conduct regular quality audits and user satisfaction surveys.

Operations Planning: Develop and manage support roadmaps, lifecycle management for workstation hardware/software, and knowledge-base development to ensure scalable support operations.

Resource & Budget Management: Control hardware/software procurement budgets, peripheral inventory levels, and helpdesk tool licensing; manage relationships with external support partners.

Stakeholder Collaboration: Collaborate with Systems Administrators, Security, and Executive teams to align end-user support with organizational infrastructure upgrades and security mandates.

Training & Development: Design and deliver comprehensive training programs on new software tools, security best practices, and standard internal system operations; mentor team members.

Compliance & Reliability: Ensure full adherence to data privacy regulations, internal security frameworks, and software licensing policies across all managed devices.

Reporting & Continuous Improvement: Prepare monthly reports on support ticket metrics, system downtime, and hardware refresh progress; implement automated troubleshooting and remote management methodologies.

Requirements & Qualifications
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, MCSA) are highly desirable.

Experience: 5–10+ years in IT support or helpdesk roles, with at least 3–5 years in a leadership, senior, or managerial capacity. Experience in enterprise-level environments is highly desirable.

Technical & Management Skills:

Strong knowledge of operating system management (Windows/macOS), remote desktop tools, and enterprise ticketing systems (e.g., ServiceNow, Zendesk).

Experience with hardware/software lifecycle management, user identity provisioning, and workstation automation.

Proven ability to lead technical teams, manage complex support escalations, and optimize operational efficiency.

Soft Skills:

Excellent leadership, communication, and interpersonal skills, with a patient and empathetic approach to end-user support.

Strong problem-solving, decision-making, and organizational abilities.

High attention to detail with a focus on system integrity and data security.

Ability to work under pressure and manage multiple technical requests in a dynamic environment.

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