Lead EUS

The Technical Lead is responsible for overseeing the IT support team, managing complex technical issues, ensuring service quality, and leading major events' AV support. This role also involves collaboration with various stakeholders to ensure IT services are aligned with business requirements.

Year of exp: 7-9 years

Location: Bengaluru

Your new role:

• Oversee the resolution of hardware, software, and application issues escalated from Level 1 and Level 2 engineers.
• Ensure compliance with patch management, software upgrades, and application installations.
• Lead the operation of the IT Lounge, ensuring a welcoming and efficient support experience.
• Manage end-user onboarding and offboarding, ensuring all equipment and software access is handled efficiently.
• Lead the health check process for AV equipment in conference rooms.
• Manage and coordinate key events, including pre-event checks, logistics, and real-time monitoring.
• Troubleshoot and provide support for audio/video issues, including weekend support as required.
• Work closely with global IT teams, ensuring alignment with global standards.
• Oversee IT asset management, ensuring weekly reconciliation of inventory across locations.
• Drive procurement and distribution of IT hardware and consumables.
• Ensure timely escalation of issues as per the established escalation matrix.
• Prepare and present escalation reports for major incidents, providing insights for continuous improvement.
• Track, analyze, and report KPIs such as response time, resolution time, and inventory accuracy.
• Ensure adherence to SLA agreements, providing weekly, monthly, and quarterly reports.
• Ensure effective leave management within the team to maintain uninterrupted service delivery.
• Mentor and guide Level 1 and Level 2 engineers to enhance their skills and performance.

What you need to succeed

• Strong technical knowledge of Windows, Mac systems, SCCM, JAMF, AzureAD, Intune, and AV technologies.
• Proven leadership experience in IT support, with a focus on customer experience.
• Strong problem-solving skills and the ability to manage complex incidents.
• Excellent communication skills and ability to interact with global teams and vendors.

End User Services Tech Lounge Coordinator: Roles and Responsibilities

• Issue Resolution Coordination
• Act as the primary point of contact between end users and internal EUS engineers for resolving issues related to laptop hardware and applications.
• Ensure quick identification of issues and facilitate timely escalation to the appropriate support teams.
• Track and monitor the status of tickets to ensure resolution within agreed SLAs, providing regular updates to the users.
• Assist walk-in users by troubleshooting and resolving their issues promptly.
• Build rapport with end users, ensuring a positive and supportive interaction.
• Regularly communicate with users during the issue resolution process, providing transparent and timely updates on progress.
• Proactively reach out to new hires, introducing yourself and ensuring that they receive their laptops and necessary IT assets on their joining date.
• Monitor ticket queues, chat systems, and other communication channels to ensure that all queries are addressed in a timely manner.
• Provide first-line support for general IT inquiries and escalate complex issues when required.
• Track and monitor recurring issues, identifying patterns and coordinating with technical teams to implement preventive solutions.
• Track the allocation of IT assets, ensuring all necessary equipment, such as laptops, is prepared and provided to new employees on time.
• Manage the process for exit users, ensuring the collection of all IT assets on their last working day.
• Maintain an updated inventory of IT assets to support efficient asset allocation and tracking.
• Be available to assist walk-in users with immediate support for hardware and application-related issues.
• Manage walk-in queues efficiently and ensure that all users are attended to within a reasonable time frame.
• Collaborate closely with internal EUS engineers to understand ongoing technical challenges and help streamline the resolution process.
• Maintain clear communication with other departments (e.g., HR, IT support) to align on asset allocation, onboarding, and offboarding processes.
• Continuously gather feedback from end users regarding the quality of service provided.
• Work towards improving customer experience by addressing areas of improvement and recognizing opportunities to enhance service levels.
• Ensure that all interactions reflect a strong commitment to customer satisfaction and a user-first mindset.
• This role ensures both technical efficiency and a high-quality customer experience, bridging the gap between end users and internal technical teams.