Skills Required:

  • 12-15 Years End user experience required.
  • Overall experience of around 15+ years in managing large teams across borders
  • Experience working for managing complex IT setup of organization with 10+ branches
  • Proficiency in French Language is an asset and will have added benefit for this role
  • End user Windows platform (Win10 & Win11)
  • Familiar with MS products such as SCCM & MS Intune
  • Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)
  • DLP, AV, WSUS, Patch management, VPN, VDI technology
  • Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.
  • Wi-Fi, LAN, WAN, VLAN, DNS, DHCP, SSL, etc.

Roles & Responsibilities:

  • Providing End User Services for customer’s end users
  • Lead team of both Internal organisation and outsourced support engineers to ensure all IT service support is managed seamless without any escalation as per SLA
  • Provide single point interface for setting up complete end user support strategy and coordinate with End user support partner(s)
  • Single point interface from IT side to identify any end user operational failure that may happen because of IT service failure
  • Set and measure service SLA
  • Vendor and contract Management
  • Launch new end user IT support initiatives both within the organisation and customer environment
  • Interface with back-end Teams to provide timely solutions for new requirements
  • Provide data driven analysis to management about key improvement and opportunity area
  • Drive end point compliance and interface for all internal and external audit
  • Drive new tool adoptions by launching new campaign and coordinate with user functions
  • Inventory management, incident management, change management & problem management
  • Prevent IT Service SLA breach, in case of breach of SLA ensure vendor and contract management
  • Setup preventive maintenance and alert mechanism to avoid any operational failure
  • Lead and manage internal teams across multiple area of support under End User Services
  • Lead extended vendor support team
  • Coordinate with SME to provide technical expertise for complex end user issues
  • Lead cross functional team for supporting any end user facing project/program