Manager End User Services

Position Summary:

Manager – End User Services is responsible for managing onsite desktop and end-user support operations at the Mumbai location. This role owns service delivery, team leadership, VIP support, endpoint compliance, device lifecycle management, and drives automation and proactive IT operations.

Job Functions and Responsibilities:

Team Leadership & Mentorship

• Develop the End User Service Team, including hiring, performance evaluations, and career development planning.
• Define and enforce IT service standards, Service Level Agreements (SLAs), and operational KPIs to ensure the highest quality of support across all sites.
• Serve as the escalation point for critical incidents and the primary liaison between executive leadership, third-party vendors, and technical teams.
• Promote a culture of excellence, ensuring high customer satisfaction and professional service del...