Experience: 6–10 Years
Location: Mumbai / Navi Mumbai / Ahmedabad
Qualification: Graduate / Diploma in IT or related field
Role Overview:
Responsible for managing day-to-day End User Support operations, leading the EUS team, ensuring SLA/KPI adherence, handling escalations and delivering high-quality IT support to end users.
Key Responsibilities
- Lead, manage and mentor the EUS/Desktop Support team.
- Allocate daily tasks, manage workload and ensure adequate shift coverage.
- Monitor incidents, service requests, ticket queues and SLA compliance.
- Handle L2 escalations and critical/VIP user issues.
- Provide technical guidance on Windows OS, MS Office/O365, hardware, software, LAN/Wi-Fi, VPN and basic Active Directory.
- Coordinate with Network, Server, Security, Application and other L2/L3 teams for issue resolution.
- Monitor team performance, productivity, ticket ageing and CSAT.
- Ensure proper ITSM processes for Incident, Request, Problem and Change Management.
- Maintain and monitor IT asset inventory, IMAC activities and endpoint compliance.
- Prepare daily/weekly/monthly operational reports and MIS.
- Conduct RCA for recurring issues and drive continuous improvement.
- Coordinate with vendors and clients for technical issues and escalations.
- Conduct team training, knowledge sharing and performance reviews.
Required Skills
- Strong experience in EUS / Desktop Support / IT Service Desk.
- Good knowledge of Windows, O365, Active Directory, hardware and networking basics.
- Experience in ITSM tools such as ServiceNow / ManageEngine / Remedy.
- Strong knowledge of SLA, KPI, escalation and ticket management.
- Good team-handling and client-management skills.
- Strong communication and problem-solving abilities.
- ITIL Foundation certification would be an advantage.
Preferred: Experience handling enterprise/corporate users, VIP support and large EUS teams.
Pay: ₹550,000.00 - ₹600,000.00 per year
Benefits:
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund
Work Location: In person
