Support Services

We are looking for a skilled On-site Technology Support Team Lead with 4 to 9 years of experience to join our team in Bengaluru. The ideal candidate will have a strong background in technology support and leadership, with excellent communication and problem-solving skills. ### Roles and Responsibility Coordinate team initiatives to meet customer needs consistent with EY Technology support processes and expectations. Provide customer support on as required by the work demands within the supported geography. Anticipate technology support issues and create solutions, providing appropriate consultation. Develop action plans and strategies, overseeing team members to ensure appropriate tools, techniques, and standards are utilized. Analyze the impact of decisions and mentor others through the solution process to satisfy customer needs. Build and maintain productive relationships with customers within the geography supported by the local OSTS team. Act as a liaison between OSTS and customers to ensure effective communications flow on matters related to customer support. Document and track the status of inquiries, coordinate responses, and follow up to ensure customer satisfaction. Maintain an understanding of the Firm’s business, organization, and strategy to resolve end-user technology issues affecting productivity. Have a thorough understanding of EY Technology organization and service offerings to address customer technology needs and incidents. Understand and apply Talent policies consistently and fairly. Participate with technical consultation to senior EY Technology management as requested. Provide out-of-hours service as needed and travel within the support geography as required. ### Job Requirements Advanced analytical skills are required to address major end-user incidents impacting the geography. Ability to work independently with limited oversight from a supervisor. Decision-making responsibilities include prioritizing work for the OSTS team and determining approaches to address service delivery concerns of customers. Advanced technical ability to resolve customer issues. Demonstrated ability to manage all aspects of team management including hiring, development, and counseling. Experience in project management of IT product support. A Bachelor's degree or equivalent work experience is desirable. Exceptional communication, interpersonal, organizational, project, and time management skills. Exceptional customer service attitude. Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment. Ability to liaise, establish strong relationships, and work effectively with all levels of customers and IT personnel. Ability to communicate effectively with team members, supervisors, and peers. At least 4 years of leading teams in customer software, hardware, and technology support.