What are the responsibilities and job description for the Desktop support Lead position at Digicomplish Inc?
EUS Lead: Roles & Responsibilities
- Oversee and coordinate end user services across the region and ensuring compliance with organisational standards and policies.
- Proactively anticipate the evolving needs of the business and adjust services accordingly.
- Serve as the primary point of contact for stakeholders within the region, ensuring satisfaction and promptly addressing concerns.
- Collaborate with Customer and third-party vendors to anticipate future requirements and adapt service offerings as needed.
- Lead and support operational teams in delivering device, software, technical, and VIP support, aiming for high service levels and customer satisfaction.
- Ensure efficient execution of asset management, incident resolution, and service requests in alignment with IT governance.
- Drive the implementation of automation, process improvements, and innovation to enhance service delivery and efficiency within the region. Drive Proactive Incident management through available tools
- Plan and allocate resources effectively to meet both current and future service demands. Manage People and nurture the team to exceed their potential .
- Prepare and present regular reports detailing service performance, compliance, and improvement initiatives.
- Identify, assess, and mitigate operational risks while ensuring adherence to security and regulatory requirements.
- Coordinate incident response activities and ensure timely resolution of security breaches or non-compliance events.
- Actively contribute to Queue Management, Left shift of tickets from EUS to RDS teams.
- Actively contribute to manage the incidents and Service requests which includes also working on them
- Knowledge articles to be constantly reviewed and updated for any new issues / updated processes exist .
Salary : $65,000 - $70,000