Ivy CompTech Looking for End User Support Team Leader at Hyderabad, Telangana Full Time

As a End User Support Team Leader will contribute to various phases and activities of the software development process or software testing. Candidate must be willing to work in a fast-paced, multi-tasking, team environment, the engineer works with tech Lead, software engineers, internal partners, and stakeholders.

Key Responsibilities: Responsible for the line management of a large group of EUS support engineers, including day to day work allocation, prioritisation, one to one meetings, and annual appraisals across multiple locations and/or countries

Responsible for delivery of high quality end-user support services to colleagues across the Ladbrokes coral Group locations

Responsible for all desktop operating system support, both Windows PC & Apple Mac based

Responsible for support of all desktop software

Responsible for end user support of cloud-based services offered to colleagues

Manage customer expectations and communication channels. Co-ordinate all with all stakeholders during major problems and outages

Develop and maintain relationships with internal service delivery teams, third party managed suppliers and partner service management teams

Provide technical, operational and project support as required

Contribute to End User Services problem analysis, liaising with other EUS and wider Technologyteams as required to solve complex IT problems

Managing team members to ensure that company SLAs are met for support to our colleagues

Working with other teams, be responsible for ensuring new starter and leaver requests are met within SLA

Project Manage End User IT systems in relation to new building fit-outs or changes/moves, including video display systems (gantry) and video distribution systems

Responsible for the support of PCs and other end user devices as deployed in Ladbrokes Coral Group shops as appropriate to the region

To ensure an adequate stock of devices is maintained to fulfill new equipment requests & rollouts as required

Responsible for the secure disposal of IT equipment that has reached the end of its useful life

Working with other EUS teams to ensure only fully licensed software is deployed and to ensure licence records are maintained

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues

Tracking of SLAs for services in-scope, including ticket queues, ensuring service quality is met

Skills Required: EUS Engineering, Application and Communications

EUS Tech and ServiceDesk

Technology Operations

Procurement

External Suppliers and Service Providers

The successful candidate must have held a support position within a medium to large organisation

The successful candidate should have proven experience in supporting a large user base spread across multiple locations in multiple countries

Proven experience working in fast-paced, technology led environment, serving both internal and third-party platforms

Experience managing external suppliers and support organisations

Experience of end user support in an environment dependent on cloud technology, e.g. O365

Demonstrable experience influencing at a senior level, which builds collaborative and trusted internal networks that achieve strategic goals.

Excellent relationship and stakeholder management skills.

Proven leadership skills – experience in building and motivating a high performing teams.

A proven track record in delivering on time and against budget within a highly pressurized 24/7 environment

Strong organisational skills

Excellent written and oral communication skills with a strong service focus

Thorough & detailed understanding of

ITIL certification, ideally with a service desk, incident and problem management focus

Microsoft products, including Active Directory, Teams, O365 and SCCM

Cloud services, O365, Azure

Windows OS, MAC OSX and Applications

Desktop Deployment, application packaging and deployment

Networking technologies, LAN, TCPIP, DNS etc.

Mobile devices – iOS & Android

Qualification: BE/B.Tech in Computer Science or related stream from a reputed Institute.

Location: Hyderabad, India