End-User Support Team Lead

2 weeks ago

Hyderabad, India Tata Consultancy Services Full time

JD - End-User Support Lead o Microsoft Endpoint Configuration Manager (MECM/SCCM)About the Role: We are seeking a proactive and service-driven End-User Support Lead to oversee Level 2 and Level 3 IT support operations across our enterprise workplace. This is a hands-on leadership role focused on delivering a seamless support experience, ensuring rapid issue resolution, and enabling employee productivity. You will be responsible for handling complex escalations, driving root cause analysis, managing knowledge content, and collaborating closely with endpoint engineering and infrastructure teams. The ideal candidate will have deep technical expertise in Microsoft technologies, including Windows 10/11, Microsoft Intune, Windows 365, and Endpoint Manager, combined with a passion for user satisfaction and operational excellence. Key Responsibilities: Lead and deliver high-quality L2/L3 support for enterprise users, with a strong emphasis on fast resolution, technical accuracy, and clear communication. Triage and resolve complex incidents across endpoints, virtual desktops (Windows 365), applications, and Microsoft cloud services. Serve as the primary escalation point for frontline teams, ensuring SLA adherence and high customer satisfaction. Collaborate with engineering teams to identify root causes, propose long-term fixes, and prevent recurrence of issues. Maintain and grow knowledge base articles, runbooks, and standard operating procedures to enable consistent and effective support. Monitor support queues, analyze incident trends, and drive continuous improvement through problem management practices. Contribute to onboarding, training, and mentoring of support analysts and junior engineers. Support major IT rollouts, patch cycles, and operational readiness for new services and devices. Required Skills and Experience: 5+ years of experience in IT support, with at least 2 years in an L2/L3 escalation role in enterprise environments. Strong expertise in troubleshooting Windows 10/11, Microsoft Intune, Windows 365 Cloud PC, and related endpoint services. Practical knowledge of device compliance, conditional access, user profiles, app delivery, and security policies. Familiarity with support tools and platforms such as BMC, ServiceNow or other ITSM systems. Solid understanding of ITIL principles, including incident, problem, and knowledge management. Experience resolving hardware, software, network, and authentication issues in hybrid or remote-first work environments. Excellent communication, stakeholder management, and documentation skills. Preferred Qualifications: Experience working with Microsoft Endpoint Manager, Azure Entra Id, Defender for Endpoint, or remote assistance tools (e.G., Quick Assist, Remote Help). Exposure to metrics-driven environments focused on XLAs and user experience improvement. Familiarity with scripting or automation for support use cases (e.G., PowerShell, proactive remediation scripts).

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