Job Description: FMS VIP / Team Lead – End User Support

Position Summary

We are seeking an experienced and customer-centric FMS VIP / Team Lead – End User Support to manage dedicated IT operations and deliver white-glove technical assistance to our executive leadership and VIP stakeholders. In this hybrid leadership role, you will oversee onsite support activities, ensure minimal business disruption during critical incidents, and lead a high-performing support team to maintain exceptional service levels.

Key Responsibilities

- VIP Technical Support: Provide dedicated, high-priority L1/L2 end-user support to senior management and VIP stakeholders with an emphasis on rapid resolution.
- Issue Resolution: Quickly diagnose and resolve critical incidents involving desktops, laptops, enterprise applications, networks, and executive meeting rooms.
- Event & Leadership Support: Oversee technical execution for leadership meetings, town halls, video conferences, and high-profile corporate events.
- Team Leadership: Lead the onsite support team, allocate daily tasks, monitor performance metrics, and oversee operational activities.
- Incident & SLA Management: Prioritize VIP incidents to minimize business impact, track ticket lifecycles, and ensure strict SLA compliance and timely closure.
- Escalation & Vendor Coordination:



Coordinate seamlessly with L2/L3 support tiers and external vendors to resolve complex technical escalations.
- Asset & Lifecycle Management: Maintain accurate asset records and facilitate smooth IT onboarding and offboarding activities.
- Customer Relationship Management: Cultivate positive stakeholder relationships, deliver proactive support, and represent IT service excellence.

Required Qualifications & SkillsTechnical Proficiency

- Operating Systems & Productivity Tools: Windows 10/11, MS Office, Google Sheets, Gmail, Outlook, and Microsoft Teams.
- Hardware & Software: Comprehensive desktop and laptop hardware/software troubleshooting experience.
- Networking & Infrastructure: Basic networking principles, VPN, Wi-Fi configuration, and DNS/DHCP troubleshooting.
- Administration & Tools: Active Directory basics, backup monitoring, and enterprise ITSM platforms (ServiceNow).
- Collaboration Systems: Expertise in video conferencing solutions and boardroom/meeting-room support.

Soft Skills & Experience

- Leadership: Proven ability to lead, mentor, and coordinate technical support teams.
- Communication & Etiquette: Exceptional verbal and written communication skills tailored for high-touch interactions with senior executives.
- Client Management: Demonstrated capability in VIP customer handling, conflict resolution, and maintaining service composure under pressure.

📌 FMS VIP / Team Lead – End User Support (Mumbai)
🏢 Neev
📍 Mumbai