Description

You will lead end-user technology support operations across EUC, O365, Network, Security, Cloud, Infrastructure, and Backup towers. This role is on-site.

Responsibilities

• Act as the single point of contact and escalation lead for all IT user issues to ensure timely resolution within SLA and KPI targets.
• Manage day-to-day resource deployment, ticket queues, shift handovers, and SLA/KPI tracking and reporting.
• Oversee operational processes including Service Desk, EUC, VIP Support, and user desk provisioning.
• Drive end-user technology upgrades, network IOS upgrades, and patching initiatives.
• Engage IT stakeholders, technology teams, ISPs, and vendors to resolve complex problems.

Required Skills

• 8 to 10 years of experience in customer support operations.
• 6 to 8 years of experience leading technical teams.
• Proficiency in O365, Network, Security, Cloud, and Infrastructure.
• Experience managing Service Desk and VIP support workflows.
• Ability to build reports related to incidents, service requests, and compliance.
• Knowledge of Service Management frameworks and governance processes.
• Proven track record of managing technology upgrades and patching cycles.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate