Key Responsibilities

- Manage end-to-end End User Support operations, including Desktop Support, Laptop Support, Mobility Support, and IT Helpdesk services.
- Lead and mentor Helpdesk, Service Desk Engineers, and Desktop Support Engineers.
- Ensure adherence to SLAs, KPIs, and customer service standards.
- Manage Incident, Service Request, and Escalation processes.
- Drive improvements in user satisfaction and service quality.
- Coordinate with customers, business stakeholders, and internal IT teams.
- Oversee onboarding, offboarding, asset management, and user account provisioning activities.
- Monitor ticket queues, resolution times, backlog, and engineer productivity.
- Conduct regular service review meetings with team and stakeholders.
- Manage vendor resources and field support teams across locations.
- Prepare operational reports, dashboards, and management reviews.
- Identify opportunities for process improvement, automation, and cost optimization.





Required Skills

- Solid understanding of IT Service Management (ITSM) processes.
- Experience with ticketing tools such as ServiceNow, Symphony summit, Remedy, or ManageEngine.
- Good knowledge of Windows OS, Microsoft 365, Active Directory, Outlook, Teams, and end-user computing environments.
- Understanding of SLA management, incident management, and service request fulfillment.
- Experience managing desktop support and service desk operations.
- Knowledge of IT asset management and lifecycle management.

Leadership Skills

- Team Leadership and People Management
- Customer and Stakeholder Management
- Escalation Management
- Resource Planning and Workforce Management
- Vendor Management
- Performance Management and Coaching
- Reporting and Service Governance

📌 Team Lead (Mumbai)
🏢 Team Computers
📍 Mumbai