Manager End User Services

Lead the End User / Desktop Support team supporting employees across offices and branches.Ensure employees get quick resolution for laptop, desktop, Windows, MS Office/M365, printer, Wi-Fi, VPN and other IT issues.Manage IT tickets, incidents, service requests and escalations, ensuring SLA/KPI targets are met.Handle VIP/senior management support and critical IT issues.Manage laptops, desktops, software, accessories and IT asset inventory.Coordinate with Network, Server, Security, Application and other IT teams for complex issues.Manage external IT vendors/service providers and monitor their performance.Drive RCA, automation and continuous improvement in IT support.Maintain IT processes, SOPs, documentation and MIS reports.Ensure endpoint devices are secure, updated and compliant.