01Overview
Company Description
CREATIVITY IS OUR SUPERPOWER. Its our heritage and its also our future. Because we dont just make toys. We create cutting-edge 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 heardwhen 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 solid 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 workplace.
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
Pr .
