End User Support Lead  

Job Description

The End User Support Lead will manage a team of end user support engineers. Working closely with the Service Desk Team, the EUS Lead will assess, assign, escalate and recommend action plan to resolve issues and fullfill requests. The EUS Lead will also be responsible to analyze current processes and propose initiatives and projects to implement corrections and improvements in overall process, capacity and capability of the team, aligned with organizational objectives.

Duties and Responsibilities

• Lead and supervise the end user support team.
• As senior member of the team, be able to perform support tasks including maintenance, management and support of laptops, printers, IP Phones, CCTVs and other hardware/software used by the organization.
• Respond to incident, service and related requests.
• Assess and continually improve team capability meet relevant SLA.
• Implement processes to meet quality and productivity objectives.
• Ensure preventive maintenance plans are implemented as scheduled.
• Manage licenses, including assessment for best quality/price and renewal.
• Manage and keep up to date inventory records.
• Provide management reports as needed.
• Plan and implement training programs for the team.
• Ensure consistent implementation of of privacy (DPA) and security risks (ISMS).
• Maintain work quality (QMS).
• Perform other duties as assigned, if necessary.

Working Conditions

• Can handle multiple tasks.
• Must be willing to work on-call and on extended hours

A. Minimum Education

• Graduate of Computer Science or equivalent

B. Minimum Experience/Training

• With at least two (2) years relevant experience in leading an end user support team.
• Knowledge and expertise in the following areas:
  • ITIL or equivalent service management framework
  • L1 and L2 end user support
  • Laptop, desktop and printer troubleshooting, repair and backup
  • Network troubleshooting
  • Windows 10 support
  • Office 365 Applications Support
  • Support onsite events and Live Events (MS Teams)
  • Physical security systems (CCTV, Biometrics)
  • Telephony systems
  • ITIL and Comptia A+ certifications, an advantage

C. Competency

• Analytical, result-oriented, team player, fast learner and dynamic
• Can work with minimum supervision
• Working knowledge in information security and data protection
• Ability to assess security threats and incidents and apply appropriate action
• Effective communication skills
• Thorough; demonstrates attention to detail and accuracy
• Defines and organizes tasks, responsibilities, and priorities
• Takes responsibility for timely completion of work
• Passion to acquire and update skills and the ability to learn new tools and techniques quickly