Summary:
You will act as the primary lead for End User Services, delivering white‑glove, business‑critical technology support to senior management and corporate users. This role requires a highly proactive, ownership‑driven professional who treats the business as their own, ensures service excellence, and leads a small on‑site support team with maturity and accountability. The incumbent will serve as the face of IT to the business, particularly for VIP and executive users, ensuring stability, user confidence, and seamless daily operations across modern digital workplace technologies.
Responsibilities:
Leadership & Ownership
- Act as the End User Services Lead, managing and mentoring 1-2 support staff, setting service standards, priorities, and daily execution.
- Demonstrate a strong sense of ownership, proactively identifying risks, gaps, and improvement opportunities rather than waiting for instructions.
- Treat the digital workplace as mission critical to the business, balancing technology excellence with user experience.
- Partner closely with line manager and stakeholders, providing clear reporting, service insights, and recommendations.
VIP & Executive Support
- Provide high touch, discreet, and professional support to senior management and VIP users, managing expectations and minimizing business disruption.
- Handle high pressure situations with calm judgment, strong communication, and decisive action.
- Anticipate executive needs and implement preventive measures to avoid incidents or escalations.
- Deliver clear, confident explanations tailored to non technical stakeholders.
End User Services Operations
- Act as Level 1-2 hands on support, resolving complex end user issues across laptops, mobile devices, collaboration tools, and meeting rooms.
- Ensure accurate and disciplined ticket management, maintaining detailed records and providing reports for service evaluation and audits.
- Monitor service quality, user satisfaction, and response times, taking corrective actions where gaps are identified.
- Develop backup and contingency strategies for recurring or high risk issues.
Device, Platform & Collaboration Support
- Manage Windows 11 enterprise environments, including troubleshooting OS, hardware, drivers, and performance issues.
- Perform laptop provisioning and configuration according to company standards and security policies.
- Support Apple iPhone / iPad devices with Intune MAM & MDM, including enrollment, policy enforcement, and troubleshooting.
- Provide strong front end support on Microsoft 365, including: Outlook, Teams, OneDrive, SharePointMicrosoft Edge and related enterprise configurations
- Support Wi Fi connectivity, basic network troubleshooting, and user access issues.
- Work with Active Directory and GPO, including user account issues and endpoint policy impacts.
- Manage and support Teams Phone, and video conferencing facilities in meeting rooms.
Requirements:
Experience
- 15+ years of hands on end user technology support experience, with proven exposure to senior management and executive users.
- Minimum 5+ years in a corporate or MNC environment with structured IT service operations.
- Demonstrated experience in leading or supervising small support teams.
- Strong track record in preventive support, root cause thinking, and service improvement.
Technical Competency
- Expert knowledge of Windows 11 (Enterprise) environments.
- Strong working knowledge of Microsoft 365 front end operations, including Teams, SharePoint, OneDrive, and Outlook.
- Solid understanding of Active Directory, GPO, and endpoint policies.
- Working knowledge of endpoint security, patching, printing, and device compliance.
- Good functional knowledge of network connectivity (Wi Fi) and user access troubleshooting.
- Experience supporting VC systems, meeting rooms, and collaboration tools.
Behavioral & Professional Attributes
- Highly proactive, self driven, and accountable - acts before problems escalate.
- Mindful, detail oriented, and disciplined in execution
- Strong communication and stakeholder management skills, especially with executives.
- Calm under pressure capable of handling complaints and sensitive situations professionally.
- Team oriented leader who leads by example and earns trust from both users and peers.
