End User Support (EUS) / IT Service Desk Team Lead

Location: Morbi

End User Support (EUS) / IT Service Desk Team Leader

• Team Management & Supervision
• Manage the daily operations of the End User Support Engineers, Helpdesk Coordinator, and Network Technician.
• Allocate tasks, monitor performance, and ensure coverage across all shifts or locations (as applicable).
• Review ticket queues, ensure timely response/resolution, and minimize escalations.
• Service Delivery Oversight
• Ensure all support services (incident, request, configuration) are delivered as per agreed Service Level Agreements (SLA).
• Monitor open tickets and proactively address delays or recurring issues.
• Take necessary action on recurring & repeat issue to fix the permanently.
• Conduct regular service quality reviews and corrective action planning.
• Technical Assistance & Escalation Support
• Provide Level 2/3 technical support to the support team on hardware, software, AD, antivirus, networking, and IT asset management.
• Guide the team in resolving complex issues and ensure user satisfaction.
• Coordinate with internal IT teams and vendors for issue resolution, patching, installations, or upgrades.
• IT Asset Management Control
• Ensure all IT assets supported by the team (laptops, desktops, printers, attendance systems, conference devices, network items, CCTV) are:
• Properly tagged, recorded, and updated in the IT Asset Management Tool.
• Compliant with asset tracking and audit policies.
• Process Implementation & Improvement
• Implement and maintain Incident Management, Request Fulfillment, and Change Management processes in ManageEngine (ServiceDesk Plus) in coordination with IT and vendor teams.
• Define workflows, categories, escalation paths, SLAs, and approval hierarchies as per ITIL best practices.
• Software Licensing & Compliance
• Ensure awareness of software licensing policies and usage.
• Support the team in maintaining compliance with licensing limits and software audit readiness.
• Team Motivation & Skill Development
• Motivate the team and maintain high morale and work discipline.
• Identify skill gaps and coordinate internal/external training to upskill the support team.
• Promote a culture of continuous improvement, accountability, and customer satisfaction.
• Reporting & Communication
• Prepare and share daily, weekly & monthly reports on ticket trends, SLA compliance, asset updates, and team performance.
• Conduct regular review meetings with internal IT stakeholders and vendor managers.
• Act as the first point of contact for escalations from business users and management.