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

We are pleased to inform you that we have multiple job openings available exclusively for local candidates from Morbi or nearby areas.

If you or anyone in your network residing in Morbi is actively seeking a job opportunity, we encourage you to apply or share this information further.

Location: Morbi

The End User Support (EUS) / IT Service Desk Team Leader role is like project manager of this entire project. He/She will be responsible for managing and supervising the entire end-user support operations, ensuring high-quality service delivery in accordance with the agreed Scope of Work (SoW) and defined SLAs.

• 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.
  
  

Skills:- SLA, Technical support, Escalation management, Software licensing, Team Management and IT asset management