End User Support , Team Lead

Job Title

Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.

Job Responsibilities

• Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site
• Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
• Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising Site End User Support Team to facilitate continual improvements in the desktop environment
• Enabling high-level performance benchmarks with the end user environment and site services

Job Qualifications: (Knowledge, Skills, Experience)

• 5+ years of relevant functional experience in similar roles
• 2+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with a foundational understanding of ITIL (Information Technology Infrastructure Library) principles
• Strong organizational skills and an ability to manage and prioritize tasks efficiently
• Capacity to train and guide junior team members
• Solid resource planning and problem-solving skills
• Strong written and spoken business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)