The Role:
The Regional End User Services & 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.
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.
Core Responsibilities:
- Technical Leadership & Escalation Management
- Serve as the senior escalation point for all complex endpoint, connectivity, hardware, and application issues that exceed Tier 1/2 capabilities
- Lead technical root cause analysis for recurring or high-impact incidents, driving permanent remediation rather than workarounds
- Maintain expert-level proficiency across the enterprise endpoint stack: Windows/macOS, Intune/JAMF, SCCM, Zscaler, and endpoint security tools
- Act as regional subject matter expert for endpoint hardening, patch compliance, and device lifecycle management
- Own the technical quality bar for regional deployments — hardware rollouts, OS upgrades, application packaging, and new hire provisioning
- Evaluate and pilot new endpoint technologies, tools, and processes before regional or global rollout
- Regional Operations Coordination
- Coordinate day-to-day field operations across multiple sites, ensuring technician coverage, ticket queue balance, and SLA adherence
- Own regional incident and service request queues — monitor aging tickets, redistribute load, and intervene on stalled or at-risk items
- Serve as operational liaison between field technicians and central IT operations, ensuring consistent execution of global policies and processes
- Manage regional asset inventory, spare pool, and hardware logistics — coordinating with procurement, depot, and facilities teams
- Maintain accurate and current documentation: regional runbooks, site-specific configurations, escalation paths, and known-issue libraries
- Track and report weekly on regional KPIs: first-call resolution, mean time to resolve, SLA adherence, and customer satisfaction scores
- Team Development & Informal Leadership
- Provide day-to-day technical mentorship to junior and mid-level field technicians, elevating team capability across the region
- Conduct technical peer reviews of escalated tickets to identify coaching opportunities and knowledge gaps
- Lead or co-facilitate regional team stand-ups, knowledge-sharing sessions, and post-incident reviews
- Develop and maintain onboarding guides and technical training materials for new team members
- Identify high-potential technicians and flag development opportunities to the Regional Manager
- Model professionalism, urgency, and customer empathy in every interaction — setting the cultural tone for the regional team
- Stakeholder & End-User Engagement
- Build trusted relationships with key on-site business stakeholders — office managers, executive assistants, department heads — as the face of regional IT support
- Proactively communicate service disruptions, planned maintenance, and technology changes to affected user populations
- Conduct periodic service reviews with local business partners to understand experience feedback and surface unmet needs
- Partner with Work place services, Facilities, and HR on site-level technology events: new office opens, relocations, M&A onboarding waves
- Champion end-user experience outcomes — not just ticket closure — as the defining measure of regional success
- Process Improvement & Knowledge Management
- Identify and lead continuous improvement initiatives across the region: automation opportunities, process gaps, and tooling enhancements
- Build and maintain a living regional knowledge base with step-by-step resolution guides, FAQs, and self-service content
- Contribute to global knowledge management efforts by publishing validated solutions and participating in cross-regional knowledge reviews
- Champion shift-left strategies by identifying high-volume issues suitable for self-service deflection or Tier 1 resolution
- Implement and monitor feedback loops (post-ticket surveys, NPS) to ensure service quality data drives improvement action