Team Lead End User Services Americas

The Team Lead End User Services Americas is responsible for leading the regional End User Services team and ensuring high-quality Service Desk and Field Service operations. The role focuses on people leadership, service excellence, operational performance of the current team, and continuous improvement in supporting the global End User Services roadmap.

Lead, coach, develop, and manage the regional End User Services team. Foster a high-performance culture focused on teamwork, accountability, and customer satisfaction. Ensure efficient Service Desk and Field Service operations and achievement of agreed SLA/KPI targets. Act as the primary escalation point for operational service issues. Drive continuous service improvement and identify optimization opportunities, especially around automation

Several years of experience in IT Support, Service Desk, or End User Services environments Proven leadership experience in managing operational support teams Strong knowledge of Incident Management and IT Service Management processes Experience with ITSM tools, ideally ServiceNow Experience with SLA/KPI management and service reporting Strong communication and stakeholder management skills

Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives around the world. Join us and let’s drive advancements in health care! Apply now!