Senior IT Manager - End User Support

Roles and Responsibilities :

- Lead the team helpdesk technicians for pan India End User support operations.

- Manage centralised helpdesk for support tickets and resolve them on time.

- Provide remote helpdesk support to 300+ branches spread across India regions

- Guide and assist to fellow team members to resolve and address the EUS related issues.

- Lead deployment of IT projects in EUS space and close them within strict timelines.

- Maintain support level agreement threshold under expected benchmark.

- Monitor and report regional branch network availability and uptime.

- Suggest improvements under EUS space to enhance user work experience

- Work and assist server team to roll out policies, controls and configurations on endpoints.

- Manage endpoint management system like patch mgmt., inventory, Software deployment

- Conduct recurring visits to regional branches and address local user concerns.

- Maintain endpoint compliance and asset inventory for regional assets.

- Follow Incident, Problem, Change Management & Service Request for EUS requests.

- Work with vendors in EUS management space and conduct reviews.

- Maintain documentation & processes of EUS inline to organization IT policies

Desired Candidate Profile:

- Strong analytic and technical skills with problem solving attitude.

- Expert knowledge of technologies used for corporate users and ability to maintain them.

- Should have experience in managing large scale IT support operations for multiple / remote locations

- Strong hands-on experience in troubleshooting laptop & network performance issues.

- Excellent communication and presentation skills, ability to work under pressure and handle VIP user support.

- Sound knowledge of Windows AD, O365 & Google user operations.

- Expert knowledge on MS office suite, file & print services and network configuration

- Should have good experience in ISP Coordination and Vendor management.

- Flexible to extend beyond work hours towards accomplishing assigned tasks.