Hiring For Senior Director - End user Support

Position Summary

The Head of End User Services is responsible for overseeing all aspects of IT end-user support, including the IT Helpdesk, Desktop/Laptop Support, IT Asset Management, IT Service Management (ITSM), and Vendor Management. This role ensures that end-user technology services are delivered efficiently, reliably, and with a strong focus on customer satisfaction.

Key Responsibilities:

• Provide strategic leadership and direction for all End User Services functions.
• Oversee daily operations of the IT Helpdesk, ensuring timely and effective resolution of incidents and service requests.
• Manage Desktop and Laptop support, including deployment, configuration, and lifecycle management.
• Lead IT Asset Management processes to ensure accurate tracking and optimal utilization of IT assets.
• Implement and continuously improve IT Service Management (ITSM) processes and tools in line with ITIL best practices.
• Develop and manage vendor relationships to ensure quality service delivery and cost efficiency.
• Establish and monitor KPIs, SLAs, and customer satisfaction metrics.
• Drive automation, self-service capabilities, and continuous improvement initiatives within End User Services.
• Collaborate with other IT and business leaders to align support strategies with organizational goals.
• Lead, mentor, and develop a high-performing team focused on service excellence.

Requirement Criteria:

• Min 15+ years of progressive IT experience, including 5+ years in a leadership role managing IT support functions.
• Proven experience managing IT Helpdesk, Desktop Support, and IT Asset Management operations.
• Strong understanding of ITSM frameworks such as ITIL (certification preferred).
• Demonstrated ability to manage vendors and contracts effectively.
• Excellent leadership, communication, and stakeholder management skills.

Key Skills and Competencies:

• Strategic and operational leadership.
• Customer-focused mindset with strong problem-solving abilities.
• Strong organizational and project management skills.
• Financial and vendor management acumen.
• Ability to drive continuous improvement and innovation in service delivery.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field (Masters preferred).

Work Location:

• Ahmedabad/Mumbai/Chennai

Contact Details:

Imran Momin || Manager HR

[email removed]

Jayasri. N || Senior Executive HR

jayasri. [email removed]