FMS VIP / Team Lead End User Support

Job Description: FMS VIP / Team Lead – End User Support

Position Summary

We are seeking an experienced and customer-centric FMS VIP / Team Lead – End User Support to manage dedicated IT operations and deliver white-glove technical assistance to our executive leadership and VIP stakeholders. In this hybrid leadership role, you will oversee onsite support activities, ensure minimal business disruption during critical incidents, and lead a high-performing support team to maintain exceptional service levels.

Key Responsibilities

• VIP Technical Support: Provide dedicated, high-priority L1/L2 end-user support to senior management and VIP stakeholders with an emphasis on rapid resolution.


• Issue Resolution: Quickly diagnose and resolve critical incidents involving desktops, laptops, enterprise applications, networks, and executive meeting rooms.


• Event & Leadership Support: Oversee technical execution for leadership meetings, town halls, video conferences, and high-profile corporate events.


• Team Leadership: Lead the onsite support team, allocate daily tasks, monitor performance metrics, and oversee operational activities.


• Incident & SLA Management: Prioritize VIP incidents to minimize business impact, track ticket lifecycles, and ensure strict SLA compliance and timely closure.


• Escalation & Vendor Coordination: Coordinate seamlessly with L2/L3 support tiers and external vendors to resolve complex technical escalations.


• Asset & Lifecycle Management: Maintain accurate asset records and facilitate smooth IT onboarding and offboarding activities.


• Customer Relationship Management: Cultivate positive stakeholder relationships, deliver proactive support, and represent IT service excellence.

Required Qualifications & SkillsTechnical Proficiency

• Operating Systems & Productivity Tools: Windows 10/11, MS Office, Google Sheets, Gmail, Outlook, and Microsoft Teams.


• Hardware & Software: Comprehensive desktop and laptop hardware/software troubleshooting experience.


• Networking & Infrastructure: Basic networking principles, VPN, Wi-Fi configuration, and DNS/DHCP troubleshooting.


• Administration & Tools: Active Directory basics, backup monitoring, and enterprise ITSM platforms (ServiceNow).


• Collaboration Systems: Expertise in video conferencing solutions and boardroom/meeting-room support.

Soft Skills & Experience

• Leadership: Proven ability to lead, mentor, and coordinate technical support teams.


• Communication & Etiquette: Exceptional verbal and written communication skills tailored for high-touch interactions with senior executives.


• Client Management: Demonstrated capability in VIP customer handling, conflict resolution, and maintaining service composure under pressure.