FMS VIP / Team Lead - End User Support

Job highlights

• Required Qualifications & Skills Technical Proficiency
• Soft Skills & Experience

FMS VIP / Team Lead - End User Support

Position Summary

We are seeking an experienced and customer-centric FMS VIP / Team Lead - End User Support to manage dedicated IT operations and deliver white-glove technical assistance to our executive leadership and VIP stakeholders. In this hybrid leadership role, you will oversee onsite support activities, ensure minimal business disruption during critical incidents, and lead a high-performing support team to maintain exceptional service levels.

Key Responsibilities

• VIP Technical Support: Provide dedicated, high-priority L1/L2 end-user support to senior management and VIP stakeholders with an emphasis on rapid resolution.
• Issue Resolution: Quickly diagnose and resolve critical incidents involving desktops, laptops, enterprise applications, networks, and executive meeting rooms.
• Event & Leadership Support: Oversee technical execution for leadership meetings, town halls, video conferences, and high-profile corporate events.
• Team Leadership: Lead the onsite support team, allocate daily tasks, monitor performance metrics, and oversee operational activities.
• Incident & SLA Management: Prioritize VIP incidents to minimize business impact, track ticket lifecycles, and ensure strict SLA compliance and timely closure.
• Escalation & Vendor Coordination: Coordinate seamlessly with L2/L3 support tiers and external vendors to resolve complex technical escalations.
• Asset & Lifecycle Management: Maintain accurate asset records and facilitate smooth IT onboarding and offboarding activities.
• Customer Relationship Management: Cultivate positive stakeholder relationships, deliver proactive support, and represent IT service excellence.

Required Qualifications & Skills Technical Proficiency

• Operating Systems & Productivity Tools: Windows 10/11, MS Office, Google Sheets, Gmail, Outlook, and Microsoft Teams.
• Hardware & Software: Comprehensive desktop and laptop hardware/software troubleshooting experience.
• Networking & Infrastructure: Basic networking principles, VPN, Wi-Fi configuration, and DNS/DHCP troubleshooting.
• Administration & Tools: Active Directory basics, backup monitoring, and enterprise ITSM platforms (ServiceNow).
• Collaboration Systems: Expertise in video conferencing solutions and boardroom/meeting-room support.

Soft Skills & Experience

• Leadership: Proven ability to lead, mentor, and coordinate technical support teams.
• Communication & Etiquette: Exceptional verbal and written communication skills tailored for high-touch interactions with senior executives.
• Client Management: Demonstrated capability in VIP customer handling, conflict resolution, and maintaining service composure under pressure.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.