Live opening · Posted 3 days ago
FMS VIP / Team Lead – End User Support
Neev · Mumbai Metropolitan Region (On-site)
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At a glance
The key details from the original listing.
CompanyNeev
LocationMumbai Metropolitan Region (On-site)
Salary200K INR/yr - 500K INR/yr
Work modeNo
Source
Linkedin
ListedPosted 3 days ago
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About the role
Description supplied by the original job listing.
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
Work arrangement
No
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