Job Title

Position OverviewThe End User Services Chapter Lead is responsible for overseeing all end-user IT support functions in India, including collaboration platforms, onsite technical support, service desk operations, and other workplace or client engineering services. The Chapter Lead will drive a world-class user experience for employees by ensuring an effective and reliable utilization of end user technologies for employees. This individual will maintain a dotted-line reporting relationship to the Head of End User Services in the US, ensuring alignment with global IT standards and strategies.Key Responsibilities- End-User Technology Leadership: Oversee end-to-end support and optimization of Microsoft collaboration tools (Teams, Exchange, SharePoint, OneDrive, Power Platform, Microsoft Copilot, Agentic AI, Voice, etc.), to meet local business needs. Act as the India subject-matter expert for these platforms, ensuring new features and updates are rolled out smoothly to users. Provide robust onsite and virtual device support to guarantee seamless user experiences across all environments, enabling productivity and minimizing downtime. - Onsite IT Support Management: Lead and mentor the India-based onsite technical support teams and service desk personnel. Ensure timely resolution of IT incidents and service requests, and maintain high satisfaction through effective ticket management, voice network services, and customer service. Attend to escalations personally, join daily health calls, monitor trends, and coordinate advanced support when needed. - Service Delivery & Operations: Serve as the local point of contact for all end-user services in India, handling escalations and coordinating with global IT teams for issue resolution. Work closely with the US Service Desk, Network Engineering, and other technology teams to quickly resolve outages and problems that affect India users. Proactively monitor the health of workplace IT services and drive improvements to prevent issues. - User Experience & Continuous Improvement: Champion a proactive, customer-first IT support culture. Analyze support trends and user feedback to identify improvement opportunities. Implement measures to anticipate and resolve issues before they impact users, and drive initiatives that increase employee productivity (e.g. self-service options, knowledge base, training sessions). Continuously seek to elevate the end-user experience in India to align with best-in-class global benchmarks. - Cross-Regional Collaboration: Ensure tight collaboration with US teams and alignment with global processes. Participate in global End User Services meetings and projects, representing India’s needs and ensuring India sites follow global standards for device management, security policies, and service delivery. Coordinate with any EUS leads in other regions (e.g., UK) to share best practices and maintain a unified user experience globally. - Vendor & Asset Management: Manage relationships with local IT vendors and service providers (e.g., equipment suppliers, warranty support, staffing contractors). Oversee procurement and inventory of end-user devices and peripherals (PCs, mobile devices, AV equipment) and ensure asset lifecycle management practices are in place. Track and optimize operational costs while meeting service quality targets. - Training and Adoption: Drive user adoption of collaboration and productivity tools. In partnership with our training teams, organize user trainings, demos, and communications to help employees fully leverage tools like Teams, OneDrive, and new AI-driven features. Act as an evangelist for modern workplace technologies, improving digital literacy and comfort among the user base. - Governance and Security: Enforce IT policies and security standards at the endpoint level in India. Ensure compliance with global IT controls (device encryption, identity/access management, software licensing). Work with cybersecurity teams to implement endpoint protection, and with compliance teams to adhere to any regional regulations. - Reporting & Metrics: Monitor support KPIs and OKRs and user experience metrics (ticket volumes, resolution times, CSAT, NPS, etc.). Provide regular reports and updates to both local India management and the Global End User Services leadership. Use metrics to identify gaps and drive accountability within the team. Present progress, successes, and challenges to executive stakeholders as needed.Required Skills & Experience:- 12-16 years of progressive IT experience, including substantial work in End User Services, IT support, or Digital Workplace functions. 10 years of leadership experience, ideally leading distributed IT support teams or managing IT operations across multiple locations. - Deep familiarity with Microsoft 365 and endpoint technologies including – Windows 11, Office 365 suite, Microsoft Teams (and Teams Rooms/Devices, Operator Connect, etc.), Exchange Online, SharePoint Online, OneDrive, Power Platform, and emerging tools like Microsoft Copilot and Agentic AI. - Strong understanding of PC/laptop hardware, mobile device management, video conferencing systems, and related infrastructure. - Broad knowledge of IT infrastructure (Active Directory, network basics, VPN, etc.) as it pertains to end-user environment support. - Proven ability to lead and develop IT support teams. - Proven ability to engage with end users, technical staff, and senior executives through verbal and written communication channels. - Strong understanding of IT Service Management frameworks (ITIL) and experience managing service desk operations. Skilled in defining and tracking KPIs/SLAs/OLAs and driving teams to meet or exceed targets. - Experience working in a global team or matrix environment and enabling strong collaboration and relationships with peer leaders in other regions. - Experience managing external vendors and contracts in IT support domain, specifically with negotiating and holding accountable to commitments. - Solid project management skills to drive initiatives like hardware refreshes, new tool rollouts, or office IT setups from planning to execution. - Bachelor’s degree in computer science, IT or related field.