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.

📌 FMS VIP (Mumbai)
🏢 Neev
📍 Mumbai