[Remote] End User Services (EUS) Team Lead - APAC at Expedia

The End User Services (EUS) Team Lead will manage the overall delivery of end-user services in the Asia Pacific region, focusing on Help Desk and Field Services operations. This includes leading the operational team to coordinate goals, KPIs, and SLAs, and monitoring daily support operations to ensure timely and effective resolution of incidents and requests. The role involves managing escalations, enforcing SLAs, driving continuous improvement, and acting as a key advocate for end users by meeting their IT needs with empathy and efficiency. Responsibilities also include handling complex issues, promoting self-service tools, maintaining high satisfaction levels, analyzing support workflows for inefficiencies, and implementing improvements. Evaluating emerging technologies, overseeing the lifecycle management of end-user hardware and software, coordinating with relevant teams for seamless operations, and generating reports on team performance, ticket trends, and user feedback are also key duties. Maintaining accurate documentation of support processes, procedures, configurations, and compliance-related policies is essential.