Track Lead (Support & Operations)

Job description

The End User Services Lead is responsible for the overall strategy, governance, transformation, and operational delivery of End User Computing (EUC), Digital Workplace, Service Desk, Collaboration Services, and Digital Employee Experience (DEX) across the enterprise. This role will lead multidisciplinary teams supporting Service Desk, Deskside Support, Endpoint Management, Virtual Desktop Infrastructure (VDI), Unified Communications, Collaboration Platforms, Microsoft 365, and Digital Experience Management etc… The incumbent will drive workplace modernization, automation, proactive remediation, AI-enabled support, user experience improvements, service transformation initiatives, and technology adoption while ensuring operational excellence and customer satisfaction. Key Responsibilities Service Delivery & Operations Leadership Lead end-to-end delivery of End User Services across all locations in GIC environment Own operational performance, SLA attainment, KPI management, CSAT, and user experience outcomes. Establish operational governance, reporting, service reviews, and continual service improvement programs. Act as the senior escalation point for critical and executive user issues. Drive service transformation initiatives aligned with digital workplace strategy. Service Desk & Digital Support Services Lead and govern: Service Desk Operations Digital Contact Channels Self-Service and Virtual Agent capabilities ServiceNow Mobile App support Ticket Quality Assurance programs Knowledge Management initiatives Dedicated Experience Management Office (XMO) Key responsibilities include: Improving First Contact Resolution (FCR) Reducing Mean Time to Resolution (MTTR) Driving ticket deflection and automation Establishing shift-left support strategy Continuous knowledge article optimization Service analytics and trend management Digital Employee Experience (DEX) Drive enterprise-wide Digital Employee Experience programs through: Nexthink DEX platform Experience analytics and sentiment measurement DEX Uplift initiatives User journey optimization Endpoint experience monitoring Proactive issue identification Lead implementation of: Auto-Healing capabilities Proactive Remediation L1/L2 automated resolution models User experience scorecards Business productivity improvement programs Skill Requirements Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline. ITIL Certification (Foundation/Managing Professional preferred). Nexthink certification preferred. Experience 12+ years of IT Infrastructure and End User Services experience. 7+ years leading large End User Computing and Digital Workplace environments. Experience managing global Service Desk and Deskside Support teams. Proven experience with DEX initiatives, Microsoft 365, Intune, Azure Virtual Desktop, ServiceNow, and enterprise collaboration platforms. Experience leading workplace transformation, automation, and digital employee experience programs in large enterprise environments. Other Requirements ;End User Computing (EUC) Services Provide leadership for: Endpoint Services Windows Endpoint Management Device Lifecycle Management OS Deployment and Imaging Device Refresh Programs Endpoint Compliance Device Management Endpoint Management (Windows) Mobile Device Management (MDM) Mobile Application Management (MAM) Microsoft Intune Windows Autopilot PatchMyPC Asset Management CMDB Governance Asset Inventory Management Device Maintenance Programs Software Asset Management Hardware Lifecycle Governance Supported devices include: Laptops Workstations Tablets Mobile Devices Peripherals Print & Scan Equipment AV/VC Systems IP Telephony Devices Deskside & VIP Support Services Lead enterprise onsite support functions including: Onsite Deskside Support VVIP Executive Support Walk-in Technology Bar Operations Tech Bar Service Design Site Support Operations Major Incident Support Executive Experience Programs Responsibilities include: VVIP Deskside Mapping Dedicated Executive Support Models Site Assessment & Discovery Staffing Model Planning Recruitment and Team Development Service Readiness Planning Microsoft 365 Platform Services Provide governance and operational management for: Microsoft 365 Services Microsoft 365 Office Applications Exchange Online SharePoint Online OneDrive for Business Microsoft Teams Microsoft Copilot Microsoft Viva Microsoft Purview Identity Services Azure SSPR Entra App Proxy Directory Services Drive adoption, governance, compliance, and optimization across the Microsoft ecosystem. Service Management & ITSM Transformation Lead ITSM operations and transformation initiatives involving: BMC Helix ServiceNow Migration Programs Incident Management Problem Management Change Management Service Request Management Additional responsibilities: Change Impact Assessment Service Automation Workflow Optimization Digital Service Catalog Enhancement Operational Process Improvements Vendor Management Manage coordination with OEM and third-party service providers. Establish Vendor & OEM Mapping. Ensure contractual SLA compliance. Security, Compliance & Governance Partner with Security and Risk teams to ensure: Endpoint Security Compliance CrowdStrike Security Operations Device Compliance Monitoring Security Patch Management Data Protection Compliance Microsoft Purview Governance Audit Readiness Automation & Integration Lead automation initiatives leveraging: Custom Automation Scripts Integration Platforms Focus areas include: Self-Healing Services Automated Remediation Workflow Automation Service Orchestration AI-Assisted Operations Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. 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