End User Support (EUS) Team Lead


Engineering & Technology

IT & Telecoms Confidential
2 months ago

Job Summary

Responsible for leading a team of desktop support technicians that perform general desktop hardware, software, network and peripheral updates and repairs in an organization. Responsible for allocation of tasks, advanced troubleshooting and ensuring repairs are undertaken in accordance with organizational policy and standards. May include LAN installations, upgrades, and repairs. Prepares progress reports for all work performed.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements


  • Lead and manage a team of technicians.
  • Make sure tickets are updated and resolved withing SLAs.
  • Make sure Client is receiving proper feedback.
  • Queue management of the tickets to maintain Flow.
  • Provide technical support and guidance to the Customer Support Technicians
  • Help coach and develop the Customer Support Technician skills
  • Acts as a buffer between the Customer Support Technicians and the Escalations team.
  • Ensures that tickets are assigned, updated, actively being worked on.
  • Jump in and assist with support tickets when the Team are overwhelmed.
  • Work closely with the SDM to meet client demands.
  • Teams seek technical advice from Team Lead.
  • Handling and managing conflict amongst the Team.

Desired Core Competencies:

Leading and Supervising:  

  • Co-ordinates group activities, ensuring that roles within the team or department are clear and that individuals know what is expected of them.
  • Defines standards for appropriate behavior and addresses inappropriate behavior from others.
  • Decides which team or department is best placed to deliver which aspects of the overall project, considering departments' resources and an appropriate balance of routine and challenging tasks.
  • Emphasizes the impact and importance of people’s work for achieving team targets and objectives; empowers people with respect to the achievement of these targets and objectives.
  • Encourages others to pursue development opportunities and creates genuine learning opportunities for them.
  • Identifies, attracts, and recruits high caliber individuals as organization-wide assets.

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