Team Lead - End User Support

Gus Education (India) Llp; India; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Medical insurance

Cab facilities

Extensive leave policy

Competitive salary and benefits

Job summary

GUS Education India (GEI) is seeking a Team Leader – End User Support to spearhead EUC operations, drive Service Desk excellence, and ensure ITIL-based service delivery across the organization. The role covers incident, request and asset management, AD user administration, and enterprise applications support, with macOS as SME.

You will mentor the End User Support team, manage stakeholder expectations, and coordinate with Central IT on major incidents and improvements while upholding IT security

Qualifications

• Graduate degree or equivalent with relevant IT certifications.
• 14+ years’ experience in EUC and IT support.

Responsibilities

• Lead EUC operations and service desk aligned with ITIL best practices.
• Mentor and manage End User Support team to improve SLA performance.
• Oversee asset management, software applications, and endpoint devices.
• Coordinate with stakeholders and Central IT for incident resolution.

Skills

Windows

AD Admin

ITIL Certified

IT Asset Mgmt

IT Compliance

Apple Support

Software License Mgmt

Identity & Access Mgmt

User Access

Onboarding/Exit

Change Management

Incident Mgmt

Tools

Active Directory

Windows Server

Job description

IT helpdesk operation Windows and AD Admin ITIL Certified IT Applications IT Asset Management IT Compliance Apple Support Software License Management Identity and access management User Access & Administration Onboarding Exit formalities Fixers Change Management ITIL Incident Mgmt

Graduation/Equivalent Course

Working Language

Job Description

People Manager

JOB DESCRIPTION

Job Title

Team Leader – End User Support

Date

27-July-2026

Function

Information Technology

AM – Entity IT

Reporting To

Head

JD Approved by

Head- Entity IT

Brand

Entity Services

Work Location

About GUS Education India (GEI)

• GUS Education India (GEI) is the education arm of Global University Systems, a leading Global Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact
• As a frontrunner in building digital eminence for a suite of academic brands, GUS Education India is a rapidly growing organization that believes in achieving success through innovation.

Nature of The Job

The IT Team Lead – End User Support is responsible for leading End User Computing (EUC) operations, driving Service Desk excellence, and ensuring effective IT service delivery in alignment with ITIL best practices. The role provides technical leadership for incident, request and asset management, Active Directory User account management, Supporting Business applications, acts as the macOS Subject Matter Expert (SME), and serves as the IT lead for all organizational (GEI) events. The position is accountable for operational governance, service optimization, stakeholder management, team leadership, and continuous service improvement while ensuring compliance with organizational IT standards and policies.

Job Purpose

• End User Support including - User Lifecycle Management, EU Assets, Business Applications, ITSM helpdesk, SLA Management, Meeting Rooms, Supporting Events at entity level.
• Drive Helpdesk operational excellence through effective incident, requests, assets and endpoint management while ensuring adherence to ITIL best practices, SOPs and procedural adherence.
• Govern the lifecycle management of IT assets, software Applications, and endpoint devices in accordance with organizational standards.
• Mentor and Manage the End User Support team while driving continuous service improvement, operational efficiency, and compliance with organizational IT standards & information Security practices.
• Act as the primary escalation point for complex end-user incidents, major issues, and technical problem resolution mentoring team members.

Organizational Structure

Key Accountability

Actions

End User Support Operations

• Oversee the administration and support of Windows 11, macOS, Active Directory User Management, endpoint devices.
• Provide executive/VIP support, ensuring timely resolution of business-critical issues with minimal disruption.
• Prepare operational reports, dashboards, and management updates on service performance, risks, and improvement initiatives.
• Act as the primary technical escalation point (L2/L3) for complex incidents, major outages, and problem management activities.
• Reports, Presentations, Creating Awareness Centre.
• Foster a collaborative, high-performance, and customer-centric team environment.
• Promote knowledge sharing, cross-training, and continuous learning within the End User Support team.
• Build strong relationships with business users to understand requirements and improve the end-user experience.

Team Management

• Lead, mentor, and develop the End User Support team to achieve operational and business objectives.
• Coach team members to enhance technical capabilities, customer service skills, and professional development. Guide Team to resolve Tech issues.
• Monitor team KPIs, productivity, SLA performance, and service quality, implementing corrective actions where required.
• Resolve team conflicts, facilitate effective communication, and promote a positive work environment.
• Act as the primary technical and managerial escalation point for complex incidents and service requests for End User Support.
• Lead the resolution of Major Incidents (P1/P2) by facilitating communication, coordination, and stakeholder updates. Escalate to further Levels as required.
• Review escalated cases regularly to improve service quality, reduce repeat incidents, and enhance customer satisfaction. Repeat Issues identification, derive Solution and implement to minimize repetition.

Stakeholder Management

• Facilitate effective communication between GEI IT Helpdesk and stake holders, keeping them informed at all times.
• Ensure smooth coordination during major incidents or IT projects.
• Maintain positive relationships with key stakeholders.

Professional Skills

• The role of Team Leader requires a unique blend of technical expertise, leadership abilities, and interpersonal skills to effectively manage a team of support Specialists and ensure the delivery of high-quality IT services.
• Leadership Skills : The ability to lead, motivate, and inspire a team is crucial. Team Leader should be capable of setting clear goals, providing direction, and fostering a positive and collaborative work environment.
• Problem-Solving Abilities : Team Leader should possess strong problem-solving skills to help their team members navigate complex technical issues and find solutions efficiently. He/she should be able to offer guidance and support in troubleshooting and resolution processes.
• Data-Driven Decisions: Utilize monitoring tools and logs to proactively identify potential issues and improve system performance
• In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by members of the IT Management Team from time to time.
• Central IT and Vendor Management: Building and maintaining positive relationships with Central IT and other vendors is important for the success of the IT service desk. Team Leader should effectively manage their expectations, communicate service requirements, and address concerns in a timely and professional manner.
• Event Support for GEI, Meeting Rooms Upkeep.

Page Break

KRA’s

KPI’s

IT Help Desk & ITSM

Management

• Manage and oversee the HELPDESK services by promptly addressing escalations, ensuring clear communication between all parties involved thereby to drive effective Resolution.
• Effectively educating the Team about - ticket prioritization, address incidents in accordance with their assigned priority levels—P1, P2, P3, and P4,in line with established SLA guidelines
• Optimally leading the Team in achieving first call resolution (FCR) rate ≥ 80% and ensuring Team SLA breach should not exceed 1% on Monthly Basis.
• Process Optimization: Analyse existing workflows to identify inefficiencies, recommend improvements, and implement ITIL-aligned service management practices.
• Ensuring 100% adherence of SLA at three touch points – First response, First connect & Resolution.
• Establish and maintain proactive communication with stakeholders to ensure timely updates, foster transparency, and actively engage them in decision-making processes and service improvements.
• Implementing uniform strategy & certain rules which improve the Ticket quality and documentation of all the team members.
• Analyse emerging patterns and prepare comprehensive root cause analysis reports for major incidents.

Asset Management

• Responsible for – complete Asset Management cycle including – Asset registration, Allocation, deallocation, Stock Management, Store Management till Retirement / e-waste.
• Guide Store Manager (Specialist) to Maintain Asset Data with the help of ITAM tool.
• Management of ITAM tool – end to end.

Team & People Management

• Providing constructive feedback to individuals aimed at enhancing their individual performance thereby contributing to the overall improvement of the team’s SLA benchmarks.
• Learning and Development, Improving Career Progression.
• Ensure Team Bonding and Collaboration through various initiatives at team level.
• Collaborating with other verticals within Entity IT through their respective leaders for smooth entity IT operations within GEI.
• On time Hiring, Sourcing Right Talent.
• Ensure the NPS (Net promoter score) for the Team to consistently meet or exceed 4 out of 5 scale, by delivering prompt, professional, and effective support services, while proactively addressing user feedback and service improvement opportunities.
• Continuously improving the standard of support provided at the first point of contact thereby resulting in quality customer experience.
• Conduct monthly Audits and ensure essential feedback is delivered to the team members customer service delivery improvements.
• Effective & Regular communication with internal Stakeholders over the Services provided through regular feedback taking sessions.

Learning & Development - Target of 24hrs

• Ensure to complete a minimum of 24 hours of training and learning portal engagement annually to support professional growth and skill enhancement for Self and Team.
• Delegating work to others: Delegating tasks to their direct reports, trusting them to use their best judgment as they pursue team goals.
• Communicating: Communicating with all the direct reports, whether one-on-one or via intermediaries. Hosting team meetings to lay out objectives, report on success metrics like profitability and growth, and solicit feedback from employees.
• Helping others grow: Training new generations of talent who can help their organization grow and thrive.

Cost Optimization,

Internal and External Compliance and Documentation

• ROI - Value Realizations, Cost Savings through Automation and reduction in Efforts | Provide Out of Box Solution to save cost through maximizing usage of available resources.
• Review the Internal Processes - business risks have effective controls, Enhance internal operational Functions and Procedures.
• Security Compliance - EU, Application and Data Security, New Service Onboards.
• Meeting Statutory Compliances - EU Licensing - ADOBE and others, Work with SAM Team.
• Manage Hardware and Software Upgrades & Patching.

Project Management - Internal Projects, Central governed Programmes

• End to End Program Management with Project Analysis, Plan, Delegation Execution, UAT & Go Live.
• Ensure that the Central Driven Initiatives are implemented within GEI Successfully within the Timelines.

The Key Result Areas (KRAs) and Key Performance Indicators (KPIs)should be assessed biannually to ensure that the person carrying out the job is consistent performance aligned with Potential challenges in measuring performance due to complexities in organizational processes that hinder target achievement need to be considered.

Desired Profile

Mandatory Skills & Qualification

• Graduate Degree or Equivalent with relevant IT certifications and 14+ years’ experience in EUC and Support.
• At least ITIL v4 foundation or similar recognised Service Management qualification .
• Microsoft 365 Administration
• Active Directory & Windows Server Administration
• Windows 11

GUS Values

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

BENEFITS

• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometres radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totalling to 45 days’ time off in a year.