Position Summary The Head of End User Services is responsible for overseeing all aspects of IT end-user support, including the IT Helpdesk, Desktop/Laptop Support, IT Asset Management, IT Service Management (ITSM), and Vendor Management. This role ensures that end-user technology services are delivered efficiently, reliably, and with a strong focus on customer satisfaction.

Key Responsibilities:

- Provide strategic leadership and direction for all End User Services functions.
- Oversee daily operations of the IT Helpdesk, ensuring timely and effective resolution of incidents and service requests.
- Manage Desktop and Laptop support, including deployment, configuration, and lifecycle management.
- Lead IT Asset Management processes to ensure accurate tracking and optimal utilization of IT assets.
- Implement and continuously improve IT Service Management (ITSM) processes and tools in line with ITIL best practices.
- Develop and manage vendor relationships to ensure quality service delivery and cost efficiency.
- Establish and monitor KPIs, SLAs, and customer satisfaction metrics.
- Drive automation, self-service capabilities, and continuous improvement initiatives within End User Services.




- Collaborate with other IT and business leaders to align support strategies with organizational goals.
- Lead, mentor, and develop a high-performing team focused on service excellence.

Requirement Criteria:

- Min 15+ years of progressive IT experience, including 5+ years in a leadership role managing IT support functions.
- Proven experience managing IT Helpdesk, Desktop Support, and IT Asset Management operations.
- Strong understanding of ITSM frameworks such as ITIL (certification preferred).
- Demonstrated ability to manage vendors and contracts effectively.
- Excellent leadership, communication, and stakeholder management skills.

Key Skills and Competencies:

- Strategic and operational leadership.
- Customer-focused mindset with solid problem-solving abilities.
- Strong organizational and project management skills.
- Financial and vendor management acumen.
- Ability to drive continuous improvement and innovation in service delivery.

Qualifications:

- Bachelors degree in Information Technology, Computer Science, or a related field (Masters preferred).

Work Location:

- Ahmedabad/Mumbai/Chennai

Contact Details: Imran Momin || Manager HR [email protected]

Jayasri. N || Senior Executive HR jayasri. [email protected]

📌 Hiring For Senior Director - End user Support (Ahmedabad)
🏢 Medusind
📍 Ahmedabad