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End User Service; EUS Tower Lead

Job in Carlsbad, Eddy County, New Mexico, 88221, USA
Listing for: TechDigital Group
Full Time position
Listed on 2026-01-03
Job specializations:
  • IT/Tech
  • Management
Salary/Wage Range or Industry Benchmark: 60000 - 100000 USD Yearly USD 60000.00 100000.00 YEAR
Job Description & How to Apply Below
Position: End User Service (EUS) Tower Lead

Job Description for End User Service (EUS) Tower Lead position:

As a lead, the candidate should have a minimum of 8-10 years of experience managing an End User support environment onsite at the client location and will manage the team activities.

Responsibilities:

  • Manage a team of 10+ members covering deskside support locally and globally across other sites.
  • Act as the single point of contact for the customer to deliver the service and set the right expectations.
  • Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.
  • Serve as an escalation point of contact with the primary focus on restoring services. Experience with ticketing tools in managing incidents and services is essential.
  • Ensure VIP support for users with high standards of customer service.
  • Keep the knowledge base and runbook for the team updated with new resolutions and processes appropriately.
  • Manage and ensure adherence to SLAs across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
  • Appropriately manage operations and conduct operational review meetings with customer stakeholders.
  • Demonstrate good interpersonal skills with the team and customers.
  • Ensure effective communication is maintained with executives and business leadership during major incidents.
  • Communicate effectively with end users, articulating issues and assisting the team in resolving them.
  • Work with the service delivery management team to prepare reports on major changes to ensure appropriate communications are sent to executives and stakeholders in line with business impact.
  • ITIL certification is an added advantage.
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