End User Support, Lead

Job Summary : Participate in decision making and collaborating with the other IT teams in department wide projects.

Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly.

Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.

Job Responsibilities :  Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site  Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary  Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews  Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery  Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades  Providing accurate and regular reports to the management on performance of the service delivery  Leading personnel management, including staff recruitment, performance assessment, training, and mentoring  Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments  Supervising Site End User Support Team to facilitate continual improvements in the desktop environment  Enabling high-level performance benchmarks with the end user environment and site services.

Job Qualifications : (Knowledge, Skills, Experience)  5+ years of relevant functional experience in similar roles  2+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment  Exceptional customer-facing skills  In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an foundational understanding of ITIL (Information Technology Infrastructure Library) principles  Strong organizational skills and an ability to manage and prioritize tasks efficiently  Capacity to train and guide junior team members  Solid resource planning and problem-solving skills  Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese) Powered by JazzHR