Service Desk Team Lead

The EUC Support Team Leader leads and manages a team of EUC support engineers. This role focuses on ensuring high-quality support for end-users across a range of technologies, including but not limited to desktops, laptops, mobile devices, peripherals, and common software applications. The Team Leader will be responsible for team performance, incident resolution, customer satisfaction, and continuous improvement of support processes.

Key Responsibilities:

Team Management:

• Lead, mentor, and develop a high-performing team of EUC support engineers.
• Conduct performance reviews, provide feedback, and identify training needs for team members.
• Motivate and inspire the team to achieve high levels of customer satisfaction.
• Manage team schedules, including shifts, vacations, and on-call rotations.
• Foster a positive and collaborative team environment.
• Must be proficient in ITIL, handling incident, Problem & Change management process.
• Primary contact for Critical incidents and stakeholder communication.
• Oversee the resolution of all EUC support incidents, ensuring timely and effective resolutions.
• Escalate critical issues to appropriate teams or individuals.
• Monitor and analyze incident trends to identify and address root causes.
• Implement and maintain effective incident management processes.

Customer Service:

• Ensure high levels of customer satisfaction through proactive communication, prompt responses, and exceptional service delivery.
• Build and maintain strong relationships with customers.
• Regularly gather customer feedback and use it to improve support services.

Technical Expertise:

• Possess a strong understanding of EUC technologies, including operating systems (Windows, macOS, Linux), hardware troubleshooting, software installation and configuration, and common applications (Microsoft Office Suite, etc.).
• Strong expertise in M365 and cloud environments.
• Stay abreast of the latest EUC technologies and industry best practices.
• Troubleshoot complex technical issues independently or with the assistance of senior engineers.

Process Improvement:

• Continuously evaluate and improve EUC support processes and procedures.
• Identify and implement opportunities for automation and self-service.
• Develop and maintain knowledge base articles and other support documentation.
• Contribute to the development and implementation of new EUC support initiatives.

Reporting:

• Generate regular reports on team performance, incident trends, and customer satisfaction.
• Analyze key performance indicators (KPIs) and identify areas for improvement.
• Present reports to management and other stakeholders.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
• 5+ years of EUC support experience, including leadership role experience.
• Strong technical expertise in EUC technologies, including operating systems, hardware troubleshooting, and common applications.
• Excellent communication, interpersonal, and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Experience with ITIL or other IT service management frameworks.
• Experience with ticketing systems.
• Experience with Microsoft Intune or any Unified endpoint management solution.