Job Summary
The Team Lead is responsible for end to end operational management of multiple EUC support towers such as Service Desk (L1/L2), Remote Desktop Services (RDS), PC Security, Dispatch / Field Support, and associated workplace services.
The role ensures SLA adherence, service quality, team performance, stakeholder communication, and continuous improvement across supported regions.
Key Responsibilities
Service Operations & Delivery
• Lead day to day operations for Service Desk, RDS, PC Security, and Dispatch support ensuring services are delivered within agreed SLAs and XLAs.
• Monitor ticket queues, backlog, aging, and priorities across towers using ServiceNow or equivalent ITSM tools.
• Act as primary escalation point for operational, technical, and business escalations within the supported scope.
• Ensure proper incident, service request, problem, and change management practices are followed.
Team & People Management
• Manage and guide L1/L2 Service Desk agents, RDS engineers, PC Security resources, and dispatch coordinators.
• Conduct shift planning, workload balancing, and resource allocation across regions and time zones.
• Perform regular quality audits, coaching, and performance feedback to drive operational excellence.
• Identify skill gaps and coordinate training, upskilling, and knowledge improvement initiatives.
Technical Oversight
• Provide functional oversight for:
o End-user devices (desktops, laptops, peripherals)
o RDS / virtual desktop environments
o PC security controls (endpoint protection, access policies, compliance)
o Dispatch and field service coordination
• Support root cause analysis for recurring issues and drive preventive actions.
Stakeholder & Governance Management
• Interface with business stakeholders, regional IT, and service management teams for operational reviews.
• Prepare and present weekly and monthly service reports, KPIs, and improvement plans.
• Participate in service reviews, audits, and readiness discussions for new technologies or transitions.
Process & Continuous Improvement
• Ensure adherence to ITIL-aligned processes and internal governance standards.
• Drive improvements in knowledge management, automation, self service, and user experience.
User Support & Communication
Provide remote support via phone, email, chat, and ITSM portal
Communicate clearly and professionally with end users in English (verbal and written)
Skill Requirements
Required Skills & Experience
Technical Skills
• Strong understanding of Service Desk operations, RDS environments, and endpoint management.
• Working knowledge of PC security / endpoint protection concepts.
• Experience with ServiceNow (ticketing, reporting, dashboards).
• Basic knowledge of Active Directory, Windows OS, networking fundamentals.
Leadership & Soft Skills
• Proven experience leading multi tower support teams in an enterprise environment.
• Strong communication and stakeholder management skills (including VIP/user-facing scenarios).
• Ability to handle escalations calmly and drive resolution under pressure.
• Data driven mindset with strong reporting and analytical skills (Excel, PowerPoint).
Experience & Qualifications
• 6–10+ years in EUC / Service Desk environments, with 2–4+ years in a Team Lead or Shift Lead role.
• ITIL Foundation (preferred).
• Experience in global or multilingual support environments is an advantage.
Other Requirements
Other Requirement : French