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End User Support - Team Leader

The Leader of End User Support (EUS) manages and leads the EUS team, ensuring high-quality IT support across the organization. This role combines leadership and hands-on involvement in resolving complex technical issues and ensures that employees have the tools they need to work efficiently. The role also involves tracking and reporting on key performance indicators (KPIs) to drive continuous improvement. The ultimate goal of this role is to equip our teams with the best tools to maximize their effectiveness, manage costs efficiently, and deliver an exceptional experience to our internal customers.

What will be your key responsibilities:

Key Responsibilities:

  • Team Management: Lead, mentor, and manage the EUS team, providing guidance to ensure high performance that aligns with our ingredients.
  • Hands-On Support: Actively engage in resolving escalated or complex technical issues, ensuring effective problem resolution.
  • Support Operations: Oversee daily operations, ensuring high quality and timely resolution of IT issues, and adherence to SLAs.
  • KPI Management: Define, monitor, and report on key performance indicators (KPIs) for the EUS team, such as:

User Satisfaction Score, Employee satisfaction

TFR and TTR, Ticket Volume

  • Process Improvement: Develop and implement scalable processes to simplify and optimize our HW/SW ecosystem.
  • Manage software and hardware costs meticulously to ensure maximum ROI from our tech investments.
  • Planning: Develop and execute the support strategy, aligning with overall IT goals.

What experience should you have:

We expect the candidate to have great orientation with following technologies:

  • Windows/Mac OS
  • Android/iPhone
  • InTune (MDM)
  • Jira Service Desk
  • Google Workspace/Microsoft Office

Advantageous Technologies:

  • Familiarity with any asset management tool
  • Familiarity with any printing solution
  • Familiarity with end-point security
  • Familiarity with SSO + IAM (e.g., one of Okta, Google, Active Directory)

Qualifications:

  • Education: Bachelor’s degree in IT, Computer Science, or related field.
  • Experience: 7+ years in IT support with 3+ years in a leadership role; hands-on experience with ITIL and ITSM tools.
  • Skills: Strong leadership, problem-solving, and communication skills.
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