Workplace & End User Services Team Lead
Employer · mBit Technológiai Szolgáltató Zrt.
IT manager
System administrator
Office and call centre supervisorFull-timeBudapest, 1113 Budapest, Bocskai út 77-79.
The Workplace & End User Services Manager is responsible for ensuring the daily operations and service levels of end-user IT services. Responsibilities include the professional leadership 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 operations of Workplace and End User Services
- Monitoring SLA and KPI metrics and initiating corrective measures
- Preparing service reviews and regular operational reports
- Managing backlog and escalations
- Monitoring customer satisfaction metrics
- Leading a 10-15 person workplace and user support team
- Prioritizing tasks and coordinating resources
- Professional support, mentoring, and development of team members
- Managing absences and substitutions
- Supporting capacity and resource planning
- Supervising Microsoft Intune and endpoint management processes
- Coordinating device lifecycle management processes
- Monitoring patch and compliance metrics
- Supporting the operation of Microsoft 365-based workplace services
- Supervising adherence to endpoint standards and operational processes
- Professional supervision of access management processes
- Supporting Entra ID and related IAM processes
- Supporting audit and compliance requirements
- Improving the efficiency of access management processes
- Coordinating major incidents
- Supporting RCA and problem management processes
- Analyzing recurring errors and coordinating corrective measures
- Supporting change management processes
- Collaborating with infrastructure, platform, and security teams
- Liaising with client-side contacts
- Coordinating vendors and external service providers
Conditions & benefits
Knowledge of ServiceNow or another ITSM systemPowerShell-based automation experienceExperience gained in an IAM or identity management environmentExperience gained in a Managed Services or outsourcing environmentMicrosoft certifications
Requirements
- At least 5 years of experience in IT operations or end-user support
- Minimum 2 years of team leadership or professional leadership experience
- Practical knowledge of Microsoft 365 environments
- Operational experience with Microsoft Intune or another endpoint management solution
- 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