IT End-User Support Team Leader

Responsibilities

• Lead projects and tasks involving the IT End‑User Support Team.
• Conduct investigations of complex, critical, and incident tickets related to the team.
• Monitor team tasks and tickets to ensure proper handling and resolution within SLA.
• Review existing processes and propose new strategies to enhance support through automation and digitalization.
• Empower the team to resolve complicated concerns.
• Implement company policies and guidelines.
• Review and evaluate computer hardware and peripherals.
• Handle related tickets from the Jira Service Desk ticketing system and provide technical support as necessary.
• Manage user accounts via Active Directory, IDM, CyberArk, and MobileIron.
• Participate in problem management efforts to achieve cost savings, process efficiencies, and reduce recurring tickets.
• Coordinate with third‑party vendors for support and assistance....