Regional End User Services & Support Lead

<p><strong>The Role:&#xa0;</strong></p><p>The Regional End User Services &amp; Support Lead is the technical and operational backbone of end-user technology delivery across a defined geographic region. You are the senior practitioner your team turns to for complex escalations, your manager relies on for operational intelligence, and your business partners trust for consistent, high-quality service delivery.</p><p>You combine deep technical expertise in endpoint management, field support, and enterprise collaboration tools with the organizational maturity to coordinate a distributed team, manage escalations, and continuously improve service quality. You are not a people manager by title, but you lead by doing — setting the technical standard, mentoring junior staff, and owning regional delivery outcomes.</p><p><strong>Core Responsibilities:&#xa0;</strong></p><ul><li><strong>Technical Leadership &amp; Escalation Management</strong><ul><li>Serve as the senior escalation point for all complex endpoint, connectivity, hardware, and application issues that exceed Tier 1/2 capabilities</li><li>Lead technical root cause analysis for recurring or high-impact incidents, driving permanent remediation rather than workarounds</li><li>Maintain expert-level proficiency across the enterprise endpoint stack: Windows/macOS, Intune/JAMF, SCCM, Zscaler, and endpoint security tools</li><li>Act as regional subject matter expert for endpoint hardening, patch compliance, and device lifecycle management</li><li>Own the technical quality bar for regional deployments — hardware rollouts, OS upgrades, application packaging, and new hire provisioning</li><li>Evaluate and pilot new endpoint technologies, tools, and processes before regional or global rollout</li></ul></li><li><strong>Regional Operations Coordination</strong><ul><li>Coordinate day-to-day field operations across multiple sites, ensuring technician coverage, ticket queue balance, and SLA adherence</li><li>Own regional incident and service request queues — monitor aging tickets, redistribute load, and intervene on stalled or at-risk items</li><li>Serve as operational liaison between field technicians and central IT operations, ensuring consistent execution of global policies and processes</li><li>Manage regional asset inventory, spare pool, and hardware logistics — coordinating with procurement, depot, and facilities teams</li><li>Maintain accurate and current documentation: regional runbooks, site-specific configurations, escalation paths, and known-issue libraries</li><li>Track and report weekly on regional KPIs: first-call resolution, mean time to resolve, SLA adherence, and customer satisfaction scores</li></ul></li><li><strong>Team Development &amp; Informal Leadership</strong><ul><li>Provide day-to-day technical mentorship to junior and mid-level field technicians, elevating team capability across the region</li><li>Conduct technical peer reviews of escalated tickets to identify coaching opportunities and knowledge gaps</li><li>Lead or co-facilitate regional team stand-ups, knowledge-sharing sessions, and post-incident reviews</li><li>Develop and maintain onboarding guides and technical training materials for new team members</li><li>Identify high-potential technicians and flag development opportunities to the Regional Manager</li><li>Model professionalism, urgency, and customer empathy in every interaction — setting the cultural tone for the regional team</li></ul></li><li><strong>Stakeholder &amp; End-User Engagement</strong><ul><li>Build trusted relationships with key on-site business stakeholders — office managers, executive assistants, department heads — as the face of regional IT support</li><li>Proactively communicate service disruptions, planned maintenance, and technology changes to affected user populations</li><li>Conduct periodic service reviews with local business partners to understand experience feedback and surface unmet needs</li><li>Partner with Work place services, Faci ... (truncated, view full listing at source)