Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

We are looking for a skilled Remote Desktop Support Team Lead with strong German language proficiency to lead a team 
providing IT support to users. The role involves managing daily operations, ensuring SLA compliance, 
resolving escalations, and maintaining high levels of customer satisfaction while driving team performance and process improvements.

Key Responsibilities

• Lead, mentor, and manage a team of remote desktop support engineers.
• Provide technical support in German and English (verbal and written communication).
• Ensure timely resolution of incidents and service requests within defined SLAs.
•  Act as the first point of escalation for complex technical issues.
•  Monitor ticket queues, workload distribution, and team productivity.
• Coordinate with global stakeholders, especially German-speaking clients/users.
•  Conduct team performance reviews, coaching, and training sessions.
•   Maintain knowledge base, SOPs, and process documentation.
•   Drive continuous improvement initiatives for service delivery and customer experience.
• Provide regular MIS and performance reports to management.
•  Ensure compliance with ITIL processes and audit requirements.
•  Manage scheduling, shift planning, and resource allocation.

Skill Requirements

  Strong knowledge of:

• Windows OS and basic Mac OS support
• Active Directory (user accounts, password resets, group policies)
• Microsoft Office / Microsoft 365 suite
• Remote desktop tools (e.g., SCCM, Intune, ServiceNow, TeamViewer, AnyDesk)
• Basic networking (VPN, DNS, DHCP, TCP/IP)

  Experience with ticketing tools and ITSM platforms.

  Understanding of ITIL processes (Incident, Problem, Change Management).

Other Requirements

• Language Requirement

• • Proficiency in German (Mandatory)

• Minimum level: B2/C1 (CEFR standard)

• Ability to handle technical conversations, emails, and documentation in German.

• Strong English communication skills.

Additional Responsibilities

• Support audit and compliance activities.
• Drive automation and service improvement initiatives.
• Ensure proper documentation and knowledge sharing.
• Act as a bridge between global teams and German-speaking stakeholders.