Track Lead (Support & Operations)

• 12+ years of IT Infrastructure and End User Services experience.
• 7+ years leading large End User Computing and Digital Workplace environments.
• Experience managing global Service Desk and Deskside Support teams.
• Proven experience with DEX initiatives, Microsoft 365, Intune, Azure Virtual Desktop, ServiceNow, and enterprise collaboration platforms.
• Experience leading workplace transformation, automation, and digital employee experience programs in large enterprise environments.

• Nexthink certification preferred.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
• ITIL Certification (Foundation/Managing Professional preferred).

The End User Services Lead is responsible for the overall strategy, governance, transformation, and operational delivery of End User Computing (EUC), Digital Workplace, Service Desk, Collaboration Services, and Digital Employee Experience (DEX) across the enterprise.

This role will lead multidisciplinary teams supporting Service Desk, Deskside Support, Endpoint Management, Virtual Desktop Infrastructure (VDI), Unified Communications, Collaboration Platforms, Microsoft 365, and Digital Experience Management etc... The incumbent will drive workplace modernization, automation, proactive remediation, AI-enabled support, user experience improvements, service transformation initiatives, and technology adoption while ensuring operational excellence and customer satisfaction.

• Lead end-to-end delivery of End User Services across all locations in GIC environment
• Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes.
• Establish operational governance, reporting, service reviews, and continual service improvement programs.
• Act as the senior escalation point for critical and executive user issues.
• Drive service transformation initiatives aligned with digital workplace strategy.

Lead and govern:

• Service Desk Operations
• Digital Contact Channels
• Self-Service and Virtual Agent capabilities
• ServiceNow Mobile App support
• Ticket Quality Assurance programs
• Knowledge Management initiatives
• Dedicated Experience Management Office (XMO)

Key responsibilities include:

• Improving First Contact Resolution (FCR)
• Reducing Mean Time to Resolution (MTTR)
• Driving ticket deflection and automation
• Establishing shift-left support strategy
• Continuous knowledge article optimization
• Service analytics and trend management

Drive enterprise-wide Digital Employee Experience programs through:

• Nexthink DEX platform
• Experience analytics and sentiment measurement
• DEX Uplift initiatives
• User journey optimization
• Endpoint experience monitoring
• Proactive issue identification

Lead implementation of:

• Auto-Healing capabilities
• Proactive Remediation
• L1/L2 automated resolution models
• User experience scorecards
• Business productivity improvement programs

Provide leadership for:

• Windows Endpoint Management
• Device Lifecycle Management
• OS Deployment and Imaging
• Device Refresh Programs
• Endpoint Compliance
• Endpoint Management (Windows)
• Mobile Device Management (MDM)
• Mobile Application Management (MAM)
• Microsoft Intune
• Windows Autopilot
• PatchMyPC
• CMDB Governance
• Asset Inventory Management
• Device Maintenance Programs
• Software Asset Management
• Hardware Lifecycle Governance

Supported devices include:

• Laptops
• Workstations
• Tablets
• Mobile Devices
• Peripherals
• Print & Scan Equipment
• AV/VC Systems
• IP Telephony Devices

Lead enterprise onsite support functions including:

• Onsite Deskside Support
• VVIP Executive Support
• Walk-in Technology Bar Operations
• Tech Bar Service Design
• Site Support Operations
• Major Incident Support
• Executive Experience Programs

Responsibilities include:

• VVIP Deskside Mapping
• Dedicated Executive Support Models
• Site Assessment & Discovery
• Staffing Model Planning
• Recruitment and Team Development
• Service Readiness Planning

Provide governance and operational management for:

• Microsoft 365 Office Applications
• Exchange Online
• SharePoint Online
• OneDrive for Business
• Microsoft Teams
• Microsoft Copilot
• Microsoft Viva
• Microsoft Purview
• Azure SSPR
• Entra App Proxy
• Directory Services

Drive adoption, governance, compliance, and optimization across the Microsoft ecosystem.

Lead ITSM operations and transformation initiatives involving:

• BMC Helix
• ServiceNow Migration Programs
• Incident Management
• Problem Management
• Change Management
• Service Request Management

Additional responsibilities:

• Change Impact Assessment
• Service Automation
• Workflow Optimization
• Digital Service Catalog Enhancement
• Operational Process Improvements
• Manage coordination with OEM and third-party service providers.
• Establish Vendor & OEM Mapping.
• Ensure contractual SLA compliance.

Partner with Security and Risk teams to ensure:

• Endpoint Security Compliance
• CrowdStrike Security Operations
• Device Compliance Monitoring
• Security Patch Management
• Data Protection Compliance
• Microsoft Purview Governance
• Audit Readiness

Lead automation initiatives leveraging:

• Custom Automation Scripts
• Integration Platforms

Focus areas include:

• Self-Healing Services
• Automated Remediation
• Workflow Automation
• Service Orchestration
• AI-Assisted Operations