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.
Valuable knowledge of Windows OS, Microsoft 365, Active Directory, Outlook, Teams, and end-user computing settings.
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