FMS VIP / Team Lead – End User Support

Neev; Mumbai; Hybrid; INR 4,000,000 - 6,000,000; Full time

Job summary

Neev is seeking an experienced FMS VIP Team Lead - End User Support to manage dedicated IT operations and deliver white-glove technical assistance to executives and VIP stakeholders. In a hybrid leadership role, you will oversee onsite support, minimize business disruption during incidents, and lead a high-performing team to maintain exceptional service levels.

The role requires strong VIP customer handling, deep knowledge of Windows, networking basics, ITSM tools like ServiceNow, and a proven

Qualifications

• VIP end-user support experience.
• Proven leadership and team coordination.
• Strong communication with executives.
• Experience with ITSM platforms.

Responsibilities

• Provide dedicated VIP L1/L2 end-user support to senior management and VIP stakeholders.
• Diagnose and resolve incidents involving desktops, laptops, networks, and enterprise apps.
• Support leadership meetings, town halls, video conferences, and events.
• Lead onsite support team, assign tasks, and monitor performance metrics.
• Prioritize VIP incidents to minimize business impact and ensure SLA compliance.
• Coordinate with L2/L3 support and external vendors for escalations.

Skills

VIP

Leadership

Management

FMS

Tools

ServiceNow

Active Directory

VPN

DNS/DHCP

Job description

Job Description: 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 & SkillsTechnical 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.

Skills: vip,fms,leadership,management