L3 End User Management - VIP

"Job Title: L3 End User Management - VIP"



About the Role

Step into the role of an L3 End User Management Specialist and make an impact where it matters most! Support top executives with high-touch IT solutions, resolve critical issues, and work with global teams to enhance service delivery. Grow your leadership, technical, and mentoring skills in a fast-paced, rewarding environment.

Key Responsibilities

• Deliver Premium IT Support: Act as the final escalation point for L1/L2 teams and provide seamless, high-touch support to VIP and executive users.
• Drive Endpoint & Security Excellence: Manage the full lifecycle of desktops, laptops, and mobile devices while overseeing SCCM, Intune/MDM, patching, and endpoint protection to ensure top-level data security.
• Master Collaboration Tools: Support and troubleshoot Microsoft 365, Exchange, Teams, Skype, and Cisco Jabber to maintain uninterrupted communication across global teams.
• Champion Process & Quality: Conduct Root Cause Analysis (RCA), monitor SLA/KPI compliance, and lead continual improvement initiatives through ITIL best practices.
• Lead & Mentor: Guide and empower L1/L2 engineers, conduct training sessions, and collaborate with global IT teams to align standards, update SOPs, and enhance service delivery.

Must-Have Skills

• Deep expertise in End User, Desktop, and VIP IT Support with a focus on service excellence.
• Strong command of Microsoft 365, Exchange, Teams, SCCM, and Intune/MDM platforms.
• Proficient in managing Apple and Android device ecosystems for seamless mobility support.
• Solid understanding of ITIL processes incident, change, and problem management.
• Exceptional troubleshooting, RCA, and documentation capabilities.
• Excellent communication and stakeholder management skills to engage with executive users.

Nice-to-Have Skills

• Leadership and mentoring in IT support escalations.

• Certifications: ITIL Expert, Microsoft 365, Apple, SCCM/MDM.
• Experience in global IT operations and cross-country collaboration.

Education & Qualifications

• Graduate degree (postgraduate or equivalent certifications preferred).

Experience Required:

• 5+ years experience in End User / Desktop / VIP IT Support. 

• Eager learners with strong fundamentals are highly encouraged to apply!

Salary Compensation:

• Salary Range: 6 - 10 LPA (based on experience) 

• We believe in rewarding talent, and the right candidate can go beyond this range.

On Site Work Environment: 

• Collaborative Culture: Work closely with passionate teams that encourage learning, sharing ideas, and teamwork.
• Supportive Leadership: Report to mentors who value growth, guidance, and open communication.
• Career Growth: Gain hands-on exposure, enhance your skills, and build a rewarding long-term career.
• Meaningful Work: Contribute to projects that make a real difference in improving global health.

Why Join Us?

• Work closely with executive leadership and VIP stakeholders, delivering high-impact support.
• Gain global exposure by collaborating with UK and international IT teams.
• Opportunity to move into IT leadership / Service Delivery Manager roles.

• Training, certifications, and upskilling support provided.

• Competitive salary, performance-based rewards, and employee benefits.