Merck KGaA

Senior Team Lead- End User Services

Posted On

Sept. 17, 2024

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

full-time

Apply By

Jan. 28, 2025

Job Description

Job Summary:We are seeking an experienced End User Services Senior Team Lead to lead our team of IT professionals in delivering exceptional end-user support and services. The successful candidate will be responsible for managing the day-to-day operations of the End User Services team, ensuring high-quality support, and driving process improvements. Key Responsibilities: - Lead and manage a team of End User Services Engineers and specialists.- Ensure to deliver high-quality support and services to end-users around all EUS Operational Topics.- Manage incident and service request management processes with Defined KPI’s.- Ensure compliance with ITIL best practices and industry standards- Collaborate with other IT teams to ensure seamless service delivery- Analyze and report on end-user services metrics and performance.- Develop and implement end-user support strategies and processes improvements.- Develop and manage budgets and resource plans- communicate ongoing strategy and execution with various Business Management/Functions/Depts.- Handle needed inquiries, escalations and establish partnerships with key Stakeholders Like All Businesses, IT I Teams , Glbl Vendors etc- Efficient Service Delivery (35%)- Team Management (25%)- Process Improvement (15%)- Reporting and Analytics (15%)- Budgeting and Resource Planning (10%)Provide support for any integration activities.Work with Global teams to resolve complicated and advanced IT related issues.Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available).Requirements:6+ years of experience in end-user support and services management3+ years experience in L2 Desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support& collaboration .Highly proficient in Windows hardware and software support, in Depth knowledge & hand on troubleshooting experience on O365 Suits Application like Outlook, Teams etc, Good knowledge of mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, etc.Good troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV/VC system support, desktop network troubleshooting.Positive person with can do attitude.MS Excel Profocient.Proven leadership and team management skillsExcellent English communication ( Verbal & Written) and interpersonal skills.Good technical knowledge of IT infrastructure and systems.Experience with ITIL best practices and industry standards.Experience in Life Sciences/Healthcare industry preferredEducation:- BE/B.Tech/BCA in Computer Science, Information Technology, or related field We are an equal opportunity employer that values workforce diversity. We want everyone to be able to bring their best self to work every day which is why equality and inclusion is at the forefront of all our activities. We are dedicated to a policy of non-discrimination in employment on any basis including race, caste, creed, colour, religion, sex, age, disability, marital status, sexual orientation, and gender identity.

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