Team Lead - End User Support

People Manager

Job Description

Job Title

Team Leader - End User Support

Date

Function

Information Technology

JD written by

AM - Entity IT

Reporting To

Head

JD Approved by

Head- Entity IT

Brand

Entity Services

Work Location

Hyderabad

Nature of the Job

The IT Team Lead - End User Support is responsible for leading End User Computing (EUC) operations, driving Service Desk excellence, and ensuring effective IT service delivery in alignment with ITIL best practices. The role provides technical leadership for incident, request and asset management, Active Directory User account management, Supporting Business applications, acts as the macOS Subject Matter Expert (SME), and serves as the IT lead for all organizational (GEI) events. The position is accountable for operational governance, service optimization, stakeholder management, team leadership, and continuous service improvement while ensuring compliance with organizational IT standards and policies.

Job Purpose

• End User Support including - User Lifecycle Management, EU Assets, Business Applications, ITSM helpdesk, SLA Management, Meeting Rooms, Supporting Events at entity level.
• Drive Helpdesk operational excellence through effective incident, requests, assets and endpoint management while ensuring adherence to ITIL best practices, SOPs and procedural adherence.
• Govern the lifecycle management of IT assets, software Applications, and endpoint devices in accordance with organizational standards.
• Mentor and Manage the End User Support team while driving continuous service improvement, operational efficiency, and compliance with organizational IT standards information Security practices.
• Act as the primary escalation point for complex end-user incidents, major issues, and technical problem resolution mentoring team members.

Key Accountability

End User Support Operations

• Oversee the administration and support of Windows 11, macOS, Active Directory User Management, endpoint devices.
• Provide executive/VIP support, ensuring timely resolution of business-critical issues with minimal disruption.
• Prepare operational reports, dashboards, and management updates on service performance, risks, and improvement initiatives.
• Act as the primary technical escalation point (L2/L3) for complex incidents, major outages, and problem management activities.
• Reports, Presentations, Creating Awareness Centre.

Team Collaboration

• Foster a collaborative, high-performance, and customer-centric team environment.
• Promote knowledge sharing, cross-training, and continuous learning within the End User Support team.
• Build strong relationships with business users to understand requirements and improve the end-user experience.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.