TECHNICAL LEAD - Service Desk

Job Description

Role: EUC Support Lead - Experience: 5-7 Years of experience.

Lead and manage end-user IT support across phone, email, chat, and remote support channels.Oversee incident and service request resolution related to desktops, laptops, operating systems, Microsoft 365, and user access issues,Ensure effective ticket management using ITSM tools, meeting defined SLA and quality targets.Act as an escalation point for complex issues and provide advanced troubleshooting support.Drive service quality improvements and enhance overall end-user experience.Monitor service performance metrics, analyze trends, and implement continuous improvement initiatives.Mentor and guide EUC support engineers, ensuring team capability development and performance management.Ensure clear, professional communication with stakeholders and end,Coordinate and support onboarding and offboarding activities with a focus on user satisfaction,Ensure adherence to IT security policies, compliance requirements, and organizational procedures,Collaborate with cross-functional teams (server, network, and application teams) to enhance service delivery and resolution effectiveness,Must had excellent communication skills Should be able to communicate with US customers fluently, both spoken and written communication.Ready to work in shifts