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.