End User Support Manager

As an End User Support Manager, you will lead the delivery of end-to-end support operations for both retail and corporate end users. You will ensure efficient operation of regional and global support services, maintaining high standards of customer satisfaction and service quality.

• Manage and oversee end-to-end value chain for support services.
• Ensure consistent and quality delivery of regional IT Service Management.
• Handle L1 and L2 support services, including incident, request, and problem management.
• Manage relationships with internal and external support partners.
• Oversee the performance of the Managed Workplace Service vendor.
• Drive service and quality improvements in the region.
• Lead regional operational reviews and contribute to global operational committees.

• 5-10 years of experience in an IT organization in a customer-facing service role.
• Minimum 5 years of service desk experience.
• 3+ years of experience leading an IT Service Desk or call center.
• Bachelor's degree in Computer Science or related field.
• Strong communication, problem-solving, and analytical skills.
• Ability to manage remote teams and drive change initiatives.
• Intermediate to advanced Excel skills.