What you’ll be doing
The End User Services (EUS) Team Lead manages the overall delivery of end user services in the Asia Pacific region. The focus would be on the overall end user services within the region on Help Desk and Field Services operations.
Summary of Primary Responsibilities
- Leads the operational team for Help Desk and Field Services to coordinate goals, KPIs, and SLAs.
- Monitors daily support operations to ensure timely and effective resolution of incidents and request tickets. Manages escalations, enforces SLAs, and drives continuous improvement in service quality and responsiveness.
- Serves as a key advocate for end users, ensuring that their IT needs are met with empathy and efficiency. Handles complex issues, promotes self-service tools, maintains high satisfaction levels.
- Analyzes support workflows to identify inefficiencies and implement improvements. Evaluates emerging technologies and tools to enhance service delivery and team productivity.
- Oversight on lifecycle management of end user hardware and software. Coordinates with relevant teams on upgrades, deployments, and access provisioning to ensure seamless operations.
- Generates reports on team performance, ticket trends, and user feedback. Maintains accurate documentation of support process and procedures, configurations, and compliance-related policies
- 5 or more years of related technical and/or managerial experience in end user services environment for Help Desk and Field Services.
- Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
- Strong professional and interpersonal skills including: exceptional customer service, creative problem solving, effective written and verbal communications, acute attention to detail and quality, driven with the ability to self-manage
- Advanced service reporting skills in Microsoft Excel and various other reporting tools
- Infrastructure subject matter expertise in ITIL, ITSM, Problem, Change, and Service Level Management
- Experience in a wide variety of IT fields to fully understand the details of the services that can be provided
- Excellent documentation skills and attention to detail.
- Aspire to a culture of service excellence, putting the customer, people and business at the center.
- Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
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