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Global IT End User Support Team Leader
Lucy Electricle
posted 3d ago
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Job Description
Internal Job Title: Global IT End User Support Team Leader
Business: Lucy Electric Manufacturing & Technologies India Pvt Ltd
Location: Halol, Vadodara, Gujarat
Job Reference No: 3165
Business: Lucy Electric Manufacturing & Technologies India Pvt Ltd
Location: Halol, Vadodara, Gujarat
Job Reference No: 3165
As a Global IT End-User Support Team Leader with us, you would be responsible for leading the day-to-day operational delivery of IT End-User Services, and delivery of on-site technical support across all Lucy companies. You will prioritize the delivery of End User Computing (EUC) services that deliver business value and enable users to exploit the full range of services available to them (e.g., User hardware, Operating Systems, Applications, Smartphones, Training). This includes leading and driving EUC innovation that contributes towards an overall positive End User Experience.
Key Responsibilities
- Oversee work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).
- Work closely with global business users and teams to exploit existing and new technology.
- Identify and exploit opportunities for automation and digitisation of key processes and activities.
- Manage the IT End-User Services Team in the absence of the Global IT End-User Services Operations & Development Manager (if required).
- Collaborate with the Global IT End-User Services Operations & Development Manager to ensure objectives are set and understood, and that related personal and professional development plans are in place.
- Act as the Major Incident (MI) Manager in the event of any MI s, ensuring appropriate resolver groups are engaged and informed (if required).
- Provide support and guidance through the escalation process.
- Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required.
- Provide training and mentoring to new hires.
- Provide enhanced and expedited support to VIP and critical business users.
- Owner and manager of the IT Asset Management process and Asset Management Database
- Management of operational continual improvement initiatives
- Manage team escalations and support to resolve issues
- Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
- Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact
- Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.
- Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk.
- Create and update Knowledge Items and other relevant documentation
Key Skills:
- Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management
- Strong leadership skills with the ability to motivate, coach and mentor staff
- Excellent knowledge of Office 365 and MS Operating Systems
- Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
- Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies
- Experience using ITSM tools such as ServiceNow
- Proven ability to troubleshoot and resolve both hardware and software technical issues
- An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
- An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big
- Excellent customer relations skills
- Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
- Well organised and able to prioritise workload
- Collaborative and community focused
- Friendly and positive attitude
Minimum Qualifications, Knowledge and Experience:
Degree in an IT related subject
5+ years experience in an IT End-User Service or Desktop Services role
1 Years experience in a team leader role
ITIL3/ITIL4 Certification, or 4+ years equivalent experience in an IT Service Management
An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation.
Experience of Microsoft 365 Deployment and Operations
An understanding of Microsoft Azure Cloud Eco Systems and Services
Operational experience of ServiceNow (ITSM - Incident Management; Change Management; Request Fulfilment).
Strong Verbal and written communications skills; Excellent problem-solving skills
BYOD/MDM Deployment and Support
An understanding of Information Security (InfoSec) and Cyber Security fundamentals
Desirable Skills, Qualifications, and Experience:
Project management certification or experience of delivering projects
Strong understanding cloud technology
People development and performance management
Microsoft certification in cloud technologies (e.g. Azure Administrator)
Does this sound interesting? We would love to hear from you. Our application process in quick and easy. Apply today!
Employment Type: Full Time, Permanent
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