Experience: 6–10 Years

Location: Mumbai / Navi Mumbai / Ahmedabad

Qualification: Graduate / Diploma in IT or related field

Role Overview:

Responsible for managing day-to-day End User Support operations, leading the EUS team, ensuring SLA/KPI adherence, handling escalations and delivering high-quality IT support to end users.

Key Responsibilities
Lead, manage and mentor the EUS/Desktop Support team.
Allocate daily tasks, manage workload and ensure adequate shift coverage.
Monitor incidents, service requests, ticket queues and SLA compliance.
Handle L2 escalations and critical/VIP user issues.
Provide technical guidance on Windows OS, MS Office/O365, hardware, software, LAN/Wi-Fi, VPN and basic Active Directory.
Coordinate with Network, Server, Security, Application and other L2/L3 teams for issue resolution.
Monitor team performance, productivity, ticket ageing and CSAT.
Ensure proper ITSM processes for Incident, Request, Problem and Change Management.
Maintain and monitor IT asset inventory, IMAC activities and endpoint compliance.
Prepare daily/weekly/monthly operational reports and MIS.




Conduct RCA for recurring issues and drive continuous improvement.
Coordinate with vendors and clients for technical issues and escalations.
Conduct team training, knowledge sharing and performance reviews.

Required Skills
Strong experience in EUS / Desktop Support / IT Service Desk.
Good knowledge of Windows, O365, Active Directory, hardware and networking basics.
Experience in ITSM tools such as ServiceNow / ManageEngine / Remedy.
Solid knowledge of SLA, KPI, escalation and ticket management.
Valuable team-handling and client-management skills.
Solid communication and problem-solving abilities.
ITIL Foundation certification would be an advantage.

Preferred: Experience handling enterprise/corporate users, VIP support and large EUS teams. Pay: ₹550,000.00 - ₹600,000.00 per year

Advantages
Food provided
Health insurance
Leave encashment
Life insurance
Provident Fund

Work Location: In person

📌 Eus Team Lead Mumbai (India)
🏢 Cms IT Services
📍 India