Desktop Support Manager

Description-

· Minimum 5 Years of Experience in IT Operations and Leadership Role

· Total of 10+ IT experience

· Good understanding of support processes and ability to manage and develop a team

· Experience in managing a team of Field Support engineers, IT Support engineers

· Experience on Vendor service management

· Excellent communication and co-operation skills

· Proactive and independent ways of working

· Fluent oral and written English

· ITIL knowledge, certificate is considered an advantage

· Good interpersonal skills and customer-oriented mindset

· Should be able to understand the IT Infrastructure, IT Change Management, Understanding of Network and Servers

· Should be able to work on Microsoft Office tools

Roles & Responsibilities:

· Provide IT operational expertise leveraging 1) global industry standards (e.g.: ITIL) and 2) ensuring Customer’s standards are followed

· Monitors service delivery performance and compliance with high focus on Employee Experience

· Has a deep understanding of:

o The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes

o The Services: Who deliver What, Key Contacts

o The Employees: Type, Needs and Challenges

· Able to execute changes/IMACs along with the larger IT team

Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues

· Travel to sites in the cluster

· Work with the field services tech, field services site lead and off shore/onshore various technology teams to achieve end user wow experience

Potential Candidate should have

·Culture of “E2E Accountability” and E2E mindset through:

o Putting End users and Sites first

o “Boundary-free services” and strong collaboration with other suppliers

· One motto

o Only Site and Employee Experience matters

· Act First mentality

· Proactive vs. reactive

· Walk the Floor

· Certification in Networking (CCNA) and Microsoft (MCSE) is preferred

· Graduation in IT or relevant experience

· Thorough knowledge of Ticketing tool (SNOW) is a must

· Must have exposure to working in a fast pace environment

· Must have exposure to various technologies like Data Centers, Networking, applications

· Must be a quick thinker