Job Description
Job Description
What you’ll be doing
The End User Services (EUS) Team Lead manages the overall delivery of end user services in the Asia Pacific region. The focus would be on the overall end user services within the region on Help Desk and Field Services operations.
Summary of Primary Responsibilities
Leads the operational team for Help Desk and Field Services to coordinate goals, KPIs, and SLAs.Monitors daily support operations to ensure timely and effective resolution of incidents and request tickets. Manages escalations, enforces SLAs, and drives continuous improvement in service quality and responsiveness.Serves as a key advocate for end users, ensuring that their IT needs are met with empathy and efficiency. Handles complex issues, promotes self-service tools, maintains high satisfaction levels.Analyzes support workflows to identify inefficiencies and implement improvements. Evaluates emerging tech...
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