At WAISL, we’re paving the way for innovation in aviation. And we invite you to be a part of this opportunity to drive transformative change that contributes to improving the lives of millions worldwide. Our influential client base and commitment to excellence create an inspiring environment for talented individuals like you to thrive, innovate, and shape the future of airports, related ecosystems and air travel.

Lead End User

Experience: 3 - 8 years
Job Location: New Delhi
Number of positions: 3

Job Description

Job Designation: Lead- End User

Experience – 3 – 8 years

Job Description:

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 initiatives to enhance the overall end user experience and streamline support workflows.

Stakeholder Engagement:

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

∙ Communicate technical information effectively to non-technical stakeholders.

Documentation and Reporting:

∙ Maintain accurate documentation of support procedures, troubleshooting steps, and solutions for reference and training purposes.

∙ Generate regular reports on service performance, user satisfaction, and issue trends.

Vendor Management:

∙ Collaborate with technology vendors to ensure timely delivery of required hardware, software, and services for end user support.

∙ Evaluate vendor performance and negotiate contracts as needed.


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