Desktop support manager vs service desk team lead

Differences between desktop support manager and service desk team lead duties and responsibilities

Desktop support manager example responsibilities.

• Manage all the static internal/external IP addresses in the network.
• Manage the roll-out of software updates and OS patches via SCCM.
• Perform notifications and status of all incidents to high level internal leadership and client while managing SLA's.
• Manage the HQ print server, including adding and removing printers and updating drivers and settings as needed.
• Manage incoming tasks and incidents in remedy and troubleshooting.
• Provide strong knowledge of DSL, FTP, and TCP/IP.
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Service desk team lead example responsibilities.

• Best-Inform administrator managing application from UNIX server.
• Create base OS images for all new hardware.
• Provide support for VPN connection issues and remote access.
• Create metrics on all inbound and outbound calls using Cisco VOIP reporting tool.
• Use Citrix application to clear log in sessions for company applications and administer remotely to users offsite.
• Facilitate creation and implementation of continuous improvement ideas and processes base on industry best practices (ITIL).
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