End User Service (EUS) Tower Lead

End User Service (EUS) Tower Lead Position

As a lead, the candidate should be a minimum of 8-10 years of experience managing end user support environment onsite at client location and will manage the team activities. Responsibilities:

• Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites
• Act as single point of contact for customer to deliver the service and set the right expectation
• Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
• Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
• Ensure VIP support for users on high standard and customer service
• Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
• Manage and ensure the adherence of SLA's across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
• Appropriately manage operations and conduct operational review meeting with customer stakeholders.
• Demonstrate good interpersonal skills with team and customer.
• Ensuring that effective communication is maintained with the executives, business leadership during a major incident
• Good in communication with end users, able to articulate issue and help team to resolve it.
• Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
• ITIL certification added advantage