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End User Support

Lead (Windows &

- Mac Support)

Experience

6?10 Years

Role Summary

We are seeking an experienced End User Support Lead to manage and support end-user computing services across Windows and Mac environments. The candidate will be responsible for providing technical leadership, ensuring high-quality user support, managing escalations, maintaining endpoint compliance, and driving continual improvements in end-user experience and service delivery.

Key Responsibilities

Technical Support &

- Operations

- Provide L2/L3 support for desktops, laptops, mobile devices, printers, and peripherals.
- Lead support activities for both Windows and macOS environments.
- Troubleshoot hardware, software, operating system, and network connectivity issues.
- Manage user onboarding, offboarding, and asset lifecycle activities.
- Support collaboration tools including Microsoft 365, Teams, Outlook, OneDrive, and SharePoint.
- Configure and support Mac devices integrated with Windows-based enterprise environments.
- Manage software deployment, patching, and endpoint security compliance.
- Coordinate with infrastructure, network, security, and application teams for issue resolution.

Mac Support Responsibilities
- Install, configure, and troubleshoot macOS devices.
- Support Apple hardware including MacBook Pro, MacBook Air, iMac, and peripherals.
- Manage device enrollment through MDM solutions such as Jamf, Intune, or similar tools.
- Support access to corporate resources, VPNs, file shares, printers, and Microsoft 365 applications from Mac devices.
- Troubleshoot Mac performance, authentication, storage, and connectivity issues.
- Support integration of Mac systems with Active Directory / Entra ID environments.

Leadership &
- Service Management

- Lead a team of End User Support engineers.




- Manage ticket queues and ensure adherence to SLAs.
- Handle major incidents and executive escalations.
- Monitor service performance and implement process improvements.
- Provide mentorship, training, and technical guidance to team members.
- Maintain knowledge articles, SOPs, and technical documentation.
- Participate in governance reviews and service improvement initiatives.

Vendor &
- Asset Management

- Coordinate with vendors for warranty, hardware replacement, and procurement activities.
- Manage endpoint inventory, asset tracking, and audit compliance.
- Ensure software licensing compliance and optimization.

Required Skills

Technical Skills

- Strong experience supporting Windows 10/11 and macOS environments.
- Hands-on experience with:
- Microsoft 365 Administration
- Entra ID (Azure AD)
- Active Directory
- Intune and/or Jamf
- SCCM/MECM
- VPN and Remote Access Technologies
- Endpoint Security Platforms
- Printer and Peripheral Support

- Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi).

Service Management
- ITIL Foundation preferred.
- Experience in Incident, Request, Problem, and Change Management processes.
- Strong understanding of ServiceNow or similar ITSM platforms.

Preferred Qualifications

- ITIL Foundation Certification.
- Microsoft Modern Desktop Administrator certification.
- Jamf Certified Associate/Admin certification.
- Apple Device Support Certification.

Soft Skills
- Excellent communication and stakeholder management skills.
- Ability to manage executive and VIP user support.
- Robust analytical and troubleshooting abilities.
- Team leadership and mentoring capabilities.
- Customer-centric mindset with a focus on user experience.

Support Coverage: Global / Regional support operations, including VIP and executive user support. ITIL, OS Administration

📌 ASSOCIATE ARCHITECT - END User Computing (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru