Global IT End User Support Team Leader

Job Description

Role Overview:As the Global IT End-User Support Team Leader at Lucy Electric Manufacturing & Technologies India Pvt Ltd, your primary responsibility is to lead the day-to-day operational delivery of IT End-User Services. You will be managing a geographically dispersed team to provide on-site technical support, ensuring that End User Computing (EUC) services deliver business value and enhance user experience. Your role involves prioritizing team management, driving EUC innovation, and collaborating with global business users and IT teams to exploit technology opportunities.Key Responsibilities:- Delegate management of the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager- Direct team and individual work priorities to ensure timely progression of IT End-User Support activities within agreed service levels- Schedule and lead team 1:1s, provide feedback, guidance, and support- Collaborate with the Global IT End-User Services Operations & Development Manager to set objectives and development plans for your team- Work on operational tasks, provide training to new hires, and offer expedited support to VIP and critical business users- Manage continual improvement initiatives within your team and the broader Group IS department- Adhere to service management processes and standards, ensuring excellent incident management- Build effective relationships with colleagues, deliver accurate reporting on End-User Services activities, and update relevant documentationQualification Required:- Must have at least 3 years demonstrable experience in directly managing an End-User facing team in a mature ITIL focused IT Department- Strong knowledge of M365/O365 technology stack, End User Microsoft Operating System deployment and support, and ITSM tools such as ServiceNow- Understanding of Infrastructure technologies, Microsoft Azure Cloud Eco Systems, BYOD/MDM Deployment, and Information Security fundamentals- Excellent communication and collaboration skills, with the ability to prioritize workload and maintain a positive End-User Experience- Degree in an IT related subject, 3 years experience in an IT End-User Service role, and ITIL4 Foundation Certification Role Overview:As the Global IT End-User Support Team Leader at Lucy Electric Manufacturing & Technologies India Pvt Ltd, your primary responsibility is to lead the day-to-day operational delivery of IT End-User Services. You will be managing a geographically dispersed team to provide on-site technical support, ensuring that End User Computing (EUC) services deliver business value and enhance user experience. Your role involves prioritizing team management, driving EUC innovation, and collaborating with global business users and IT teams to exploit technology opportunities.Key Responsibilities:- Delegate management of the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager- Direct team and individual work priorities to ensure timely progression of IT End-User Support activities within agreed service levels- Schedule and lead team 1:1s, provide feedback, guidance, and support- Collaborate with the Global IT End-User Services Operations & Development Manager to set objectives and development plans for your team- Work on operational tasks, provide training to new hires, and offer expedited support to VIP and critical business users- Manage continual improvement initiatives within your team and the broader Group IS department- Adhere to service management processes and standards, ensuring excellent incident management- Build effective relationships with colleagues, deliver accurate reporting on End-User Services activities, and update relevant documentationQualification Required:- Must have at least 3 years demonstrable experience in directly managing an End-User facing team in a mature ITIL focused IT Department- Strong knowledge of M365/O365 technology stack, End User Microsoft Operating System deployment and support, and ITSM tools such as ServiceNow- Understanding of Infrastructure technologies, Microsoft Azure Cloud Eco Systems, BYOD/MDM Deployment, and Information Security fundamentals- Excellent communication and collaboration skills, with the ability to prioritize workload and maintain a positive End-User Experience- Degree in an IT related subject, 3 years experience in an IT End-User Service role, and ITIL4 Foundation Certification

Keyskills :
Team ManagementInfrastructure technologiesIT EndUser ServicesEUC InnovationTechnology OpportunitiesM365O365 technology stackMicrosoft Azure Cloud Eco SystemsBYODMDM DeploymentInformation Security fundamentalsITSM tools such as ServiceNowEnd User