IT Lead - EUC Support

About the role

GTN is looking for an experienced IT Lead to head its End‑User Computing (EUC) support shift. You will ensure smooth IT operations across global offices, manage escalations, and help improve response times and service quality in a follow‑the‑sun model.

Key responsibilities

• Lead the EUC support shift, guaranteeing timely resolution of user issues.
• Provide L2 support for desktops, laptops, printers, mobile devices, Microsoft 365, VPN, endpoint tools and business applications.
• Act as escalation point for Junior IT Support Engineers and service‑desk tickets.
• Coordinate with vendors, OEM support teams and regional IT teams for break‑fix and hardware replacement.
• Support onboarding/off‑boarding, device preparation, access coordination and asset hand‑over.
• Maintain IT asset records, spare device availability and procurement tracking.
• Ensure tickets are logged, updated, prioritized and closed in the ITSM system.
• Monitor recurring issues, recommend improvements and support endpoint management, patching, antivirus and device compliance.
• Report shift performance, SLA adherence and support gaps to the Head of IT.

Required profile

• Minimum 5 years of experience in IT support, EUC or service‑desk environments.
• Proven experience leading a small support team or shift‑based operation.
• Strong knowledge of Windows desktop environments and enterprise IT processes.
• Excellent communication skills and ability to work across multiple time zones.

Required skills

• Microsoft 365
• VPN
• Endpoint management
• Patch management
• Antivirus solutions
• ITSM platforms
• Asset management