The Airport domain is growing at a rapid pace – domestically at over 10% and internationally at about 5%, with over 50+ new airports coming up in the next 10 years. WAISL is the only one-of-its-kind in the aviation industry. We handhold the Airports to deliver their services efficiently and effectively. We partner with them on their journey of modernization and digitally transforming themselves.

Lead – End User – Delhi

Job Category: Information Technology
Experience: 3 - 8 years
Job Location: Delhi
Number of positions: 3

Job Description
Job Designation: Lead- End user services
Experience – 3-8 years
Qualification: Any Graduate/UG
As the End User Service Lead, you will play a pivotal role in ensuring seamless and efficient technology support
to our organization’s end users. You will be responsible for overseeing the end-to-end delivery of technical
assistance, troubleshooting, and user-focused solutions. Your leadership will contribute to enhancing user
satisfaction, productivity, and the overall technology experience within the organization.
Key Responsibilities:
Team Leadership:

Lead and manage a team of end user support professionals, fostering a positive and collaborative
work environment.

Provide mentorship, guidance, and performance feedback to team members to optimize their skills
and contributions.
Service Delivery:

Coordinate and monitor the delivery of end user support services, ensuring timely response and
resolution of technical issues.

Establish and enforce service level agreements (SLAs) to meet user expectations and maintain service
Technical Problem Solving:

Oversee the diagnosis and resolution of complex technical issues faced by end users, utilizing your
expertise and team resources.

Identify recurring issues and work towards proactive solutions to prevent future incidents.
Continuous Improvement:

Collaborate with cross-functional teams to identify opportunities for service improvement, process
optimization, and technology enhancements.

Drive initi ati ves to enhance the overall end user experience and streamline support workfl ows.
Stakeholder Engagement:

Interact with internal stakeholders, departments, and leadership to understand technology needs and
align support services accordingly.

Communicate technical informati on eff ecti vely to non-technical stakeholders.
Documentati on and Reporti ng:

Maintain accurate documentati on of support procedures, troubleshooti ng steps, and soluti ons for
reference and training purposes.

Generate regular reports on service performance, user sati sfacti on, and issue trends.
Vendor Management:

Collaborate with technology vendors to ensure ti mely delivery of required hardware, soft ware, and
services for end user support.

Evaluate vendor performance and negotiate contracts as needed.

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