Workplace & End User Services Team Lead
Employer · mBit Technológiai Szolgáltató Zrt.
IT manager
Office and call centre supervisor
System administratorFull-timeBudapest
The Workplace & End User Services Manager is responsible for ensuring the daily operation and service levels of end-user IT services. Their duties include professional management of the workplace operations and user support team, coordinating the handling of incidents and service requests, and supporting the efficient operation of Microsoft-based workplace environments and IAM processes.
Tasks
- Coordinating the daily operation of Workplace and End User Services
- Tracking SLA and KPI metrics and initiating corrective actions
- Preparing service reviews and regular operational reports
- Managing backlogs and escalations
- Tracking customer satisfaction metrics
- Leading a 10-15 person workplace and end-user support team
- Prioritizing tasks and coordinating resources
- Professional support, mentoring, and development of colleagues
- Managing absences and coverage/replacements
- Supporting capacity and resource planning
- Supervising Microsoft Intune and endpoint management processes
- Coordinating device lifecycle management processes
- Tracking patch and compliance metrics
- Supporting the operation of Microsoft 365-based workplace services
- Supervising compliance with endpoint standards and operational processes
- Professional supervision of access management processes
- Supporting Entra ID and related IAM processes
- Supporting compliance with audit and regulatory requirements
- Improving the efficiency of access management processes
- Coordinating major incidents
- Supporting RCA and problem management processes
- Analyzing recurring issues and coordinating corrective actions
- Supporting change management processes
- Collaborating with infrastructure, platform, and security teams
- Maintaining contact with client-side representatives
- Coordinating vendors and external service providers
Conditions & benefits
Knowledge of ServiceNow or another ITSM systemExperience in PowerShell-based automationExperience gained in an IAM or identity management environmentExperience gained in a Managed Services or outsourcing environmentMicrosoft certificates
Requirements
- At least 5 years of experience in IT operations or end-user support
- Minimum 2 years of team lead or technical leadership experience
- Practical knowledge of Microsoft 365 environments
- Operational experience with Microsoft Intune or other endpoint management solutions
- Knowledge of Entra ID / Active Directory
- ITIL-based operational mindset
- Experience in SLA-based service operations
- Good communication and stakeholder management skills
- Confident English language skills