Job Summary
We are seeking a Service Desk Lead/ Manager, End User Services to lead the Help Desk function and oversee end-user technology operations across the organization. This role is responsible for managing daily support operations, resolving escalations, improving service delivery, and ensuring a secure and compliant corporate technology environment.
This is a hands-on leadership role combining operational management, technical troubleshooting, compliance oversight, and stakeholder engagement. The ideal candidate will manage support staff, drive service excellence, and continuously improve end-user technology services.
Key Responsibilities: -
End User Support & Operations
Provide support for internal and external users across desktop, mobile, and access-related issues
Serve as escalation point for complex technical issues
Deliver hands-on in-person and remote support for hardware, software, and basic network issues
Oversee installation, upgrades, and maintenance of desktops, laptops, printers, AV equipment, and peripherals
Manage IT asset lifecycle including procurement, tracking, and disposal
Handle onboarding and offboarding including Active Directory, Azure AD, and device provisioning
Maintain endpoint compliance, access governance, and audit readiness
Support internal and external audits and regulatory engagements
Team Leadership & Service Management: -
Lead, mentor, and manage Help Desk support staff
Set performance goals and evaluate team performance
Train new hires and provide ongoing technical training
Establish SOPs, troubleshooting documentation, and best practices
Monitor ticket queues and ensure SLA compliance
Define and track KPIs and OKRs for service delivery
Build relationships with end users and stakeholders
Drive continuous improvement initiatives for support services
Coordinate with engineering teams and asset owners
Manage vendor relationships and technical escalations
Required Qualifications: -
Bachelor s degree in Computer Science, Information Technology, or related field
10+ years of experience in corporate IT, infrastructure, or technology operations
5+ years of experience in leadership or supervisory role
Strong experience with desktop virtualization technologies:
Windows 365 Cloud PC
Azure Virtual Desktop
VMware Horizon
Hands-on experience supporting enterprise endpoint environments
Strong knowledge of Microsoft 365 ecosystem
Experience with endpoint security tools (SentinelOne, Defender, etc.)
Knowledge of identity & authentication frameworks (Azure AD, MFA, Kerberos, Credential Guard)
Experience supporting compliance and regulatory audits
Excellent stakeholder management and communication skills
Ability to manage multiple priorities in fast-paced environment
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