Remote Desktop Support Lead

Company Description

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description

Role Summary 

We are seeking an experienced and technically strong Remote Desktop Support (RDS) Lead to oversee and coordinate Remote Desktop Support operations for a global user base across multiple regions and time zones. This role is responsible for ensuring high-quality remote technical support delivery, operational efficiency, and continuous improvement of end-user support services. 

The successful candidate will act as the technical and operational lead for the RDS function, managing escalations, supporting the development of the support team, and driving adherence to ITIL-aligned processes and service standards. The role requires strong troubleshooting expertise across end-user computing environments, remote support technologies, and enterprise collaboration platforms. 

This is a hands-on leadership role suited to someone who can balance operational management, technical support, and team leadership in a fast-paced global environment. 

Key Responsibilities 

Remote Desktop Support Operations 

• Lead day-to-day Remote Desktop Support operations supporting global users across multiple time zones.  

• Ensure timely resolution of complex incidents and service requests related to end-user computing technologies.  

• Monitor support queues, ticket volumes, escalations, and service performance.  

• Act as the primary escalation point for advanced technical issues.  

Technical Support & Troubleshooting 

• Provide advanced troubleshooting support for:  

• Windows and macOS environments  

• Microsoft 365 and collaboration tools  

• VPN and remote connectivity  

• Endpoint devices and peripherals  

• Mobile device support  

• Virtual desktop and remote access technologies  

• Coordinate with Infrastructure, Security, Network, and Application teams to resolve cross-functional issues.  

• Support root cause analysis and problem management activities.  

Team Leadership & Development 

• Provide day-to-day guidance, mentoring, and technical leadership to RDS Agents.  

• Assist with onboarding, training, and continuous skills development.  

• Promote a customer-focused and high-performing support culture.  

• Support workforce planning, shift coordination, and workload balancing.  

Process & Service Improvement 

• Ensure adherence to ITIL-based Incident, Request, and Knowledge Management processes.  

• Identify opportunities for automation and operational improvement.  

• Support development and maintenance of SOPs, troubleshooting guides, and knowledge articles.  

• Drive improvements in first-contact resolution and end-user experience.  

Reporting & Performance Management 

• Monitor and report on SLAs, ticket trends, escalations, backlog, and customer satisfaction metrics.  

• Provide operational insights and recommendations for service improvement.  

• Maintain visibility of service health and team performance.  

Qualifications & Experience 

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.  

• 5–7 years of experience in IT Support or Remote Desktop Support environments.  

• Minimum 2 years in a senior support or team lead role preferred.  

• Strong experience supporting enterprise end-user computing environments.  

• Familiarity with ITSM tools such as ServiceNow.  

• Good understanding of ITIL support processes and service delivery practices.  

• Experience supporting remote support tools, endpoint management, and collaboration technologies.  

Key Skills 

• Strong technical troubleshooting and analytical capability.  

• Excellent leadership and team coordination skills.  

• Strong communication and stakeholder management ability.  

• Ability to manage escalations in high-pressure environments.  

• Customer-focused mindset with commitment to service excellence.  

• Strong organisational and operational management skills.  

Why Join Us? 

• Opportunity to help build and shape a global remote support capability.  

• Exposure to enterprise technologies and global operations.  

• Collaborative and fast-paced working environment.  

• Career growth and leadership development opportunities.