Lead Desktop Support Engineer

About us:

Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.

Our EVP:

At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.

We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.

Here, you'll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.

We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognized—because winning isn't just our goal; it's our standard.

About the Job
:

The Lead Desktop Support Engineer will oversee and elevate our desktop support operations within our organization. The ideal candidate should possess strong leadership skills, technical expertise, and a customer-centric approach to deliver exceptional support services to our internal stakeholders. As the Lead Desktop Support Engineer, you will lead a team of desktop support engineers, manage escalated technical issues, and drive continuous improvement initiatives to optimize our desktop environment's performance and reliability.

Responsibilities:

• Lead and mentor a team of desktop support engineers, providing guidance, training, and performance feedback to ensure high-quality service delivery.
• Serve as the primary point of contact for escalated technical issues, complex troubleshooting scenarios, and critical incidents related to desktop systems, hardware, and software.
• Collaborate with cross-functional teams, including IT infrastructure, security, and application support, to address desktop-related issues and enhance system integrations and compatibility.
• Develop and implement desktop support policies, procedures, and best practices to streamline operations, improve service levels, and ensure compliance with regulatory requirements.
• Manage desktop hardware and software procurement, inventory, and lifecycle management processes, including vendor selection, licensing, and asset tracking.
• Evaluate and recommend desktop technologies, tools, and solutions to enhance user experience, productivity, and security in alignment with business objectives and industry trends.
• Conduct regular performance monitoring, capacity planning, and optimization of desktop infrastructure components, such as operating systems, endpoint security solutions, and productivity applications.
• Lead desktop deployment projects, upgrades, and migrations, coordinating with stakeholders to minimize disruptions and ensure successful implementation within defined timelines and budget constraints.
• Collaborate with the IT service desk to develop and maintain knowledge base articles, user guides, and training materials to empower end-users and promote self-service capabilities.
• Participate in IT governance meetings and incident response teams to represent desktop support interests and contribute to strategic decision-making processes.
• Any other duties as assigned by line manager.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field.
• 5+ years of experience in desktop support roles, including at least 2 years in a leadership or supervisory capacity, preferably in a fintech or financial services environment.
• Expertise in deploying, configuring, and troubleshooting desktop operating systems (Windows, macOS) and productivity software (Microsoft Office 365, collaboration tools).
• In-depth knowledge of desktop hardware components, peripherals, and enterprise-class endpoint management solutions (e.g. Intune).
• Familiarity with regulatory compliance requirements, security standards, and data protection practices relevant to the financial industry (e.g., PCI DSS, GDPR).
• Strong project management skills with experience leading desktop deployment, upgrade, and migration projects from inception to completion.
• Excellent communication, interpersonal, and leadership skills with the ability to collaborate effectively with technical and non-technical stakeholders at all levels of the organization.
• Proven ability to analyze complex technical issues, develop innovative solutions, and implement process improvements to enhance service delivery and operational efficiency.
• Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), ITIL Foundation, or equivalent are highly desirable.
• Flexibility to work outside of regular business hours as needed for critical incidents, project deployments, or system maintenance activities.