Job Description

As the End User Service Lead, you will play a pivotal role in ensuring seamless and efficient technology support to our organization’s end users. You will be responsible for overseeing the end-to-end delivery of technical assistance, troubleshooting, and user-focused solutions. Your leadership will contribute to enhancing user satisfaction, productivity, and the overall technology experience within the organization.

Key Responsibilities:

Team Leadership:

• Lead and manage a team of end user support professionals, fostering a positive and collaborative work environment.
• Provide mentorship, guidance, and performance feedback to team members to optimize their skills and contributions.

Service Delivery:

• Coordinate and monitor the delivery of end user support services, ensuring timely response and resolution of technical issues.
• Establish and enforce service level agreements (SLAs) to meet user expectations and maintain service quality.

Technical Problem Solving:

• Oversee the diagnosis and resolution of complex technical issues faced by end users, utilizing your expertise and team resources.
• Identify recurring issues and work towards proactive solutions to prevent future incidents.

Continuous Improvement:

• Collaborate with cross-functional teams to identify opportunities for service improvement, process optimization, and technology enhancements.
• Drive initiatives to enhance the overall end user experience and streamline support workflows.

Stakeholder Engagement:

• Interact with internal stakeholders, departments, and leadership to understand technology needs and align support services accordingly.
• Communicate technical information effectively to non-technical stakeholders.

Documentation and Reporting:

• Maintain accurate documentation of support procedures, troubleshooting steps, and solutions for reference and training purposes.
• Generate regular reports on service performance, user satisfaction, and issue trends.

Vendor Management:

• Collaborate with technology vendors to ensure timely delivery of required hardware, software, and services for end user support.
• Evaluate vendor performance and negotiate contracts as needed.