Desktop Support Lead

Our Company

At EOS, we are committed to delivering innovative solutions that empower businesses and individuals to thrive. Our culture is built on collaboration, integrity, and continuous improvement, ensuring we provide exceptional service and create meaningful impact.

Role Summary

The Desktop Support Lead oversees a team of Desktop Support Associates responsible for the deployment, maintenance, and recovery of IT equipment across the organisation. This role serves as the primary point of contact for regional support activities, ensuring consistent, high-quality service delivery while driving process improvement and inventory control. The position combines hands-on technical support with team leadership responsibilities and collaboration across internal departments and stakeholders.

Key Responsibilities

• Supervise and mentor Desktop Support Associates, fostering a collaborative and high-performance team environment
• Coordinate and delegate daily tasks including materials requests, hardware deployment, desk setups, and relocations
• Serve as the escalation point for complex troubleshooting and desk-side support needs
• Ensure timely and accurate collection and processing of IT equipment for terminations, upgrades, and decommissions
• Oversee inventory levels and ensure replenishment of IT cabinets, vending machines, and peripheral stock
• Conduct Level 1 vending machine maintenance and coordinate planogram changes or relocations
• Track and manage all hardware through internal systems, maintaining complete traceability and accountability
• Collaborate with regional inventory teams and global stakeholders to align on operational goals and service standards
• Coordinate e-waste removal and donation logistics in compliance with policy and sustainability goals
• Lead inbound and outbound logistics including LATAM shipments, courier coordination, and receiving processes
• Perform regular audits and cycle counts to maintain inventory accuracy
• Contribute to onboarding and training of new team members and promote operational best practices
• Own the completion of special projects assigned by regional leadership
• Maintain a professional, customer-focused approach in all communications
  
  

• Associate or bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation
• Proven experience in desktop support, IT logistics, or operations
• Demonstrated leadership capabilities with the ability to manage and motivate a team
• Proficiency in Microsoft Office, particularly Excel and Outlook
• Strong verbal and written communication skills
• Excellent organisational and time management abilities
• Strong attention to detail and a high level of accountability
• Ability to work independently and make decisions under pressure
• Commitment to customer service excellence
  
  

• Experience with inventory management platforms or asset tracking systems
• Previous experience in a supervisory or lead support role
• Familiarity with vending systems and related IT services
• Experience supporting global logistics or regional coordination