3 to 7 The End User Services Lead is responsible for the delivery, governance, and continuous improvement of End User Computing (EUC) and Digital Workplace services/AI. This role leads global support teams, ensures service excellence, drives workplace modernization initiatives, and acts as the primary liaison between business stakeholders, technical teams, vendors, and service providers.
Act as the primary customer-facing contact for End User Services. Manage relationships with OEMs, technology partners, and support vendors
Key Responsibilities*
- Lead End User Services operations across global locations.
- Manage onsite and offshore L1, L2, and L3 support teams to ensure operational excellence.
- Monitor and maintain adherence to SLAs, KPIs, and operational metrics.
- Drive continual service improvement initiatives.
- Lead Major Incident Management and Root Cause Analysis (RCA) if any.
- Team Utilization and Productivity
- Mentor engineers and team lead.
- Manage resource planning, workload balancing, and skill development.
- Serve as the escalation point for critical business issues.