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4 weeks ago
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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