End user support lead

The EUS (End User Services) Cluster Lead is a key operational role, responsible for ensuring the smooth delivery of IT services across assigned clusters. This role is central to maintaining high standards of service, supporting technical teams, and driving continuous improvement in end user support. The Cluster Lead also plays a vital part in supporting the Remote Desktop Services (RDS) team, managing ticket queues, and facilitating the left-shift of tickets to optimize resources and enhance service efficiency.

Role Description

The EUS Cluster Lead is accountable for the day-to-day management of end user services within their cluster. This includes proactive oversight of operational activities, technical escalation support, and collaboration with internal teams and external vendors. The role demands a strong focus on customer satisfaction, compliance with organizational standards, and adaptability to evolving business needs.

Detailed Responsibilities

Operational Oversight & Service Delivery

• Oversee and coordinate end user services across the assigned cluster, ensuring compliance with organizational standards and policies.
• Proactively anticipate the evolving needs of the business and adjust services accordingly.
• Lead and support operational teams in delivering device, software, technical, and VIP support, aiming for high service levels and customer satisfaction.
• Ensure efficient execution of asset management, incident resolution, and service requests in alignment with IT governance.
• Plan and allocate resources effectively to meet both current and future service demands.
• Prepare and present regular reports detailing service performance, compliance, and improvement initiatives.
• Identify, assess, and mitigate operational risks while ensuring adherence to security and regulatory requirements.
• Coordinate incident response activities and ensure timely resolution of security breaches or non-compliance events.
• Should be the backup engineer in absence of the primary engineer at site.
• SPOC for the market to the client leadership team.

Stakeholder Engagement & Communication

• Serve as the primary point of contact for stakeholders within the cluster, ensuring satisfaction and promptly addressing concerns.
• Collaborate with dentsu and third-party vendors to anticipate future requirements and adapt service offerings as needed.
• Communicate effectively with all levels of the organization to ensure alignment and transparency in service delivery.

Technical Assistance to RDS

• Provide technical support and guidance to the RDS team, ensuring complex issues are escalated and resolved efficiently.
• Facilitate knowledge transfer and best practices between EUS and RDS teams.
• Actively contribute to the left-shift of tickets, ensuring that incidents and requests are resolved at the earliest possible level and only escalated to RDS when necessary.

Queue Management & Ticket Handling

• Actively contribute to queue management by monitoring, prioritizing, and assigning tickets to appropriate teams.
• Pick up incidents or requests that can be resolved remotely, act on them, and ensure they are passed on to the wider RDS team when required.
• Track ticket progress and ensure timely resolution in line with service level agreements (SLAs).
• Analyze ticket trends to identify recurring issues and recommend process improvements.

Knowledge Management & Process Improvement

• Ensure knowledge articles are constantly reviewed and updated to reflect new issues and updated processes.
• Drive the implementation of automation, process improvements, and innovation to enhance service delivery and efficiency within the cluster.
• Share lessons learned and contribute to the development of training materials for both EUS and RDS teams.

Continuous Improvement & Innovation

• Identify opportunities for automation and process optimization to improve service efficiency.
• Lead initiatives to enhance the end user experience and reduce ticket volumes through proactive problem management and user education.