Desktop Support Leader

We're looking for someone to lead our Desktop Support team. You'll manage a team of technicians, handle escalated technical issues, and own the day-to-day performance of your group. This isn't a hands-off management job.

About eTech Global Solutions

eTech Global Solutions delivers contact center and BPO services to enterprise clients across multiple industries. We manage complex technical environments and customer support operations at scale. Our team in Montego Bay supports critical infrastructure for our clients worldwide.

The Role

We're looking for someone to lead our Desktop Support team. You'll manage a team of technicians, handle escalated technical issues, and own the day-to-day performance of your group. This isn't a hands-off management job. You'll spend time diagnosing problems alongside your team while making sure they're hitting their targets and developing their skills.

What You'll Actually Do

Team Leadership

• Manage, coach, and develop your desktop support technicians
• Handle performance conversations, hiring, and training
• Cover shifts when needed and step in on critical issues
• Track team metrics: ticket resolution times, first-contact resolution rates, customer satisfaction scores
• Build a team that knows how to troubleshoot, not just follow scripts

Technical Work

• Diagnose and resolve complex hardware and software issues
• Work with Windows 11
• Manage device imaging, endpoint management tools, and security software deployments
• Troubleshoot network connectivity, printer issues, VPN access, and application conflicts
• Stay current on the tools and technologies your clients use

Client and Internal Coordination

• Communicate directly with clients about ongoing issues and resolutions
• Escalate vendor issues and track resolution progress
• Document processes and create knowledge base articles so your team can handle similar issues faster
• Work with our operations team to prioritize incoming tickets and manage SLA compliance

What We're Looking For

Experience

• Minimum 5 years in desktop support or IT service desk roles
• At least 2 years leading or supervising a technical team
• Hands-on experience diagnosing Windows systems
• Exposure to endpoint management, ticketing systems, and remote support tools
• Experience working in a contact center or BPO environment

Technical Skills

• Strong troubleshooting methodology: you ask the right questions, gather information, and isolate problems systematically
• Comfortable working in command line environments
• Understanding of hardware, networking basics, and common enterprise applications
• Experience with tools like ServiceNow, Jira, or similar ticketing platforms
• Knowledge of Active Directory, group policy, or identity management concepts is valuable

Leadership Capabilities

• You can hire people who are better at specific things than you
• You give feedback that actually changes behavior
• You hold people accountable without creating a culture of blame

Personal Attributes

• Direct communicator who says what you mean without softening every statement
• You want to solve problems, not just escalate them
• You're comfortable with documentation and metrics but don't let them distract from results
• You can work in a fast-paced environment where priorities shift
• You're willing to get your hands dirty when your team needs it

What You'll Have

• Competitive salary based on experience
• Professional development budget for certifications (CompTIA A+, Microsoft, Cisco)
• A team that's capable and motivated, not overworked

Logistics

• Location: Montego Bay, Jamaica
• Reports to: Assistant Vice President Information Technology at Etech Global Services
• Team size: 2 to 5 direct reports