End User Services Lead

TidyHire; Hyderabad; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Aperam seeks an experienced End User Services Lead to drive the global delivery of IT end-user support, optimize SCCM and Intune, and raise user satisfaction across the organization. You will lead the service desk, coordinate with security and architecture, and mentor a multinational team.

The role requires 10+ years in IT end-user support, expertise in cloud-based device management, ServiceNow, and strong communication.

Qualifications

• 10+ years in IT End User Support and Service Desk.
• Expert knowledge of SCCM and Intune.
• Strong ITSM / ITIL experience.
• Fluent in English.

Responsibilities

• Lead and escalate End User Services globally, ensuring delivery Excellence.
• Mentor the Service Desk team and manage priorities and workload.
• Improve tools and processes for faster, higher-quality end-user support.
• Oversee asset inventory and deployment tools for end-user devices.

Skills

SCCM

Intune

ITIL

ServiceNow

End User Support

Cloud Environments

Azure DevOps

English Fluency

Tools

ServiceNow

SCCM

Intune

Microsoft 365

Google Workspace

Job description

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Skills & Keywords

Required Skills

Good to have

Job Description

Role & responsibilities

Your mission

To ensure a seamless and productive IT experience for all Aperam employees, we are looking for an End User Services Lead who will lead, evolve, and continuously improve the delivery of our end-user IT support technology services across the globe.

Your mission will be to:

• Drive the quality and efficiency of the tools used by IT Service Desk and Field Support operations.
• Ensure the reliability and excellent performance of all end-user technologies and devices.
• Champion end-user satisfaction and experience across the organization.
• Lead the End User Services team.

Your role

The End User Services Lead role will be responsible for the administration, support and enhancing of the End User Services offered to the Aperam user base. This role will enhance SCCM, Intune and MDM platforms, automating repetitive tasks enhancing the end user experience, bringing in best practices and ensuring all end user technology is kept up to date with industry standards. In this role we provide 2nd/3rd support to the user base, supporting the service desk to provide exceptional customer service, owning tickets through to resolution or hand off to 3rd line support from other technical teams. The End User Services Lead will embrace change and strive to enhance technical and procedural policies.

• Own and evolve End User Services processes including Incident Management (Service Desk & Desktop Support), Request Fulfillment, and Device Lifecycle Management (procurement, deployment, and disposal).
• Govern and monitor performance, ensuring compliance with SLAs and KPIs for end-user platforms. Provide regular reporting, identify areas for improvement, and guide the team on corrective actions.
• Lead and mentor the End User Services team, managing priorities and fostering a culture of service excellence and continuous learning.
• Oversee the management of the global hardware and software asset inventory for end-user devices.
• Manage the selection, standardization, and deployment of end-user productivity and collaboration tools (e.g., Google Workspace, Microsoft 365, video conferencing).
• Collaborate closely with internal IT infrastructure teams to ensure seamless delivery of underlying services.
• Ensure service documentation, knowledge articles, and self-service options are accurate and readily available to employees.
• Monitor open incidents and service requests, maintaining clear visibility on workload, priorities, and progress.
• Ensuring deployment of all software through SCCM, InTune or MDM platform
• Proactively act as a senior escalation point, mentor, and guide the Service Desk team, making decisions as needed to guide daily priorities. Support colleagues in other Technology areas as needed
• Build strong relationships with peers across all Aperam brands worldwide. Proactively engage in crossbrand knowledge sharing and planning
• Build strong working relationships with colleagues in Architecture, Security, and other Technology departments to ensure operational realities are considered throughout the technical lifecycle
• Fulfil on call duties as required and be part of a 24/7 support schedule.

Your profile:

• Proven experience (10+ years) in IT End User Support, Service Desk and Desktop Software management.
• Expert knowledge of SCCM and Intune
• In-depth understanding of IT Service Management (ITSM) frameworks (e.g., ITIL) as applied to end-user support.
• Strong working knowledge of modern end-user computing technologies (Windows, macOS, cloud-managed devices, mobile devices).
• Experience managing Service Desk platforms (e.g., ServiceNow) and defining service catalog offerings.
• Ability to define, measure, and communicate SLA and KPI performance clearly, with a focus on user experience (e.g., First Contact Resolution, CSAT).
• Skilled in process governance, service improvement, and driving automation for repetitive tasks in the end-user environment.
• Strong analytical mindset with a structured approach to problem-solving and continuous improvement.
• Excellent communication and collaboration skills with the ability to engage stakeholders at all levels.
• Fluent in English. Knowledge of other languages is considered an advantage, though not required.
• Team-oriented, detail-driven and motivated by innovation and service excellence.
• Experience with cloud environments and modern device management and deployment tools (e.g., Intune, SCCM) is considered a must.
• Experience with Azure DevOps and cloud environments is considered an asset.