Manager End User Services

Lead the End User / Desktop Support team supporting employees across offices and branches.

Ensure employees get quick resolution for laptop, desktop, Windows, MS Office/M365, printer, Wi-Fi, VPN and other IT issues.

Manage IT tickets, incidents, service requests and escalations, ensuring SLA/KPI targets are met.

Handle VIP/senior management support and critical IT issues.

Manage laptops, desktops, software, accessories and IT asset inventory.

Coordinate with Network, Server, Security, Application and other IT teams for complex issues.

Manage external IT vendors/service providers and monitor their performance.

Drive RCA, automation and continuous improvement in IT support.

Maintain IT processes, SOPs, documentation and MIS reports.

Ensure endpoint devices are secure, updated and compliant.