Job Description
Job Designation: Lead- End user services
Experience – 3-8 years
Qualification: Any Graduate/UG
JD:
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
quality.
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.