Group Services

22 hours ago

Ahmedabad Gujarat India, Gujarat Adani Enterprises Limited Full time

Objective:


The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization. This role ensures that IT services are delivered effectively, incidents are resolved promptly, and end-users receive exceptional customer experience. The Team Leader will act as the bridge between IT management and support staff, driving operational excellence, process improvement, and customer satisfaction.



Team Leadership & Operations


  • Lead, mentor, and manage a team of IT support analysts/engineers.
  • Monitor daily support operations, including incident management, service requests, and escalations.
  • Ensure adherence to ITIL-based service management practices.
  • Allocate and prioritize workload within the team to meet SLAs.
  • Drive continuous improvement in service quality and support processes.


Technical Support & Escalation


  • Provide hands-on technical support for complex or high-priority incidents.
  • Act as the escalation point for end-user issues that cannot be resolved at first level.
  • Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base.
  • Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues.


Customer Experience & Communication


  • Promote a customer-first culture across the support team.
  • Ensure timely and professional communication with users during issue resolution.
  • Collect feedback from end-users to improve service delivery.
  • Prepare and deliver regular service performance reports to IT leadership.


Process & Compliance


  • Ensure compliance with organizational IT policies, data protection, and security standards.
  • Monitor and report on SLA/KPI adherence, service trends, and recurring issues.
  • Recommend and implement automation, self-service, and efficiency improvements.
  • Support audit requirements and ensure proper governance in IT support operations.


People Development


  • Conduct regular one-on-one and team meetings to review performance and objectives.
  • Identify training needs and support professional growth of team members.


Foster a culture of collaboration


Key Skills & Competencies


  • Strong leadership and team management skills.
  • Excellent customer service and communication abilities.
  • Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.).
  • Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.).
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Experience in driving process improvements and automation in IT support.


Qualifications & Experience


  • Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
  • 6–10 years of IT support experience, with at least 2–3 years in a leadership/supervisory role.
  • ITIL Foundation certification required (Intermediate/Expert desirable).
  • Experience in managing distributed/global support teams preferred


Performance Indicators (KPIs)


  • SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.).
  • End-user satisfaction score (CSAT/NPS).
  • Reduction in repeat incidents and escalations.
  • Team productivity and employee engagement.
  • Compliance with IT and security policies.

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