Internal Job Title: Global IT End User Support Team Leader
Business: Lucy Electric Manufacturing & Technologies India Pvt Ltd
Location: Halol, Vadodara, Gujarat
Job Purpose
The Global IT End-User Support Team Leader is responsible for leading the day-to-day operational delivery of IT End-User Services and managing a geographically dispersed team that provides on-site technical support. This role prioritizes team performance to ensure EUC (End User Computing) services deliver business value and enable users to utilize the full suite of services effectively (hardware, OS, applications, smartphones, training). The role also involves driving EUC innovation to enhance the user experience.
Key Responsibilities
- Delegate management of the IT End-User Services Team in absence of the Global IT End-User Services Operations & Development Manager.
- Direct team and individual work priorities to ensure timely progression of assigned support activities.
- Schedule and lead team 1:1s, offer feedback and support.
- Address performance concerns via improvement plans.
- Collaborate with Global IT leadership to define objectives and development plans.
- Work with global users and IT teams to identify and utilize automation and digitization opportunities.
- Serve as operational escalation point and make timely decisions to minimize service disruptions.
- Manage BAU activities and offer support to team members.
- Provide training, mentoring, and support to new hires.
- Provide enhanced support to VIP and critical users.
- Manage operational improvement initiatives within the team and IS department.
- Continuously upskill across applicable technologies.
- Ensure adherence to service management processes; maintain high standards in incident management.
- Build and maintain trusted internal relationships.
- Create and maintain accurate reports on end-user service activities.
- Maintain and update knowledge items and documentation.
Mandatory Skills and Experience
- Experience managing large or dispersed technical teams in an ITIL-focused IT environment.
- Skilled in developing personal/professional growth plans for team members.
- Strong understanding of ITIL4 and ITSM best practices.
- Excellent communication and collaboration abilities.
- Proven leadership with ability to coach and motivate.
- Strong knowledge of Office 365, MS Operating Systems, AD, Azure AD, and Exchange.
- Broad IT support experience across user technologies.
- Proficient with ITSM tools like ServiceNow.
- Skilled at resolving both software and hardware issues.
- Strong commitment to enhancing the end-user experience.
- Excellent customer relations and service orientation.
- Organizational skills with workload prioritization.
- Collaborative and positive team spirit.
Skills, Qualification and Experience
- Degree in IT or related subject.
- 2+ years in IT End-User or Desktop Services role.
- ITIL4 Certification.
- Understanding of infrastructure technologies (e.g., Networking, SAN, VMWare, DNS, AD).
- Experience with Microsoft 365 deployment and operations.
- Understanding of Microsoft Azure Cloud ecosystem.
- Operational experience with ServiceNow modules.
- Strong communication and problem-solving skills.
- Experience with BYOD/MDM support.
- Understanding of InfoSec and Cybersecurity fundamentals.
Desirable Skills, Qualifications, and Experience
- 1 year in a team leader role.
- Project management experience or certification.
- Microsoft cloud technology certification (e.g., Azure Administrator).
- People development and performance management.
About Us
Lucy Group Ltd, founded in 1897, has operations in the UK, Saudi Arabia, UAE, South Africa, Brazil, Thailand, Malaysia, and India. The group includes Lucy Electric (medium voltage switching/protection solutions), Lucy Properties (Oxfordshire residential property management), Lucy Developments (energy-efficient property development), and Lucy Zodion (street lighting controls and energy-saving solutions).
Does this sound interesting
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