Oversee work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).
Identify and exploit opportunities for automation and digitization of key processes and activities.
Manage the IT End-User Services Team.
Overseeing enterprise endpoint strategy:
Windows 10/11 lifecycle management
Image management and patching (SCCM/MECM/Intune)
Device compliance and governance
Manage mobile device ecosystem (MDM/MAM)
Strong understanding of: LAN/WAN, VPN, DNS, DHCP, Firewalls and proxy systems.
Ability to troubleshoot cross-domain issues (network + system + application)
Act as the Major Incident (MI) Manager in the event of any MI’s, ensuring appropriate resolver groups are engaged and informed (if required).
Provide support and guidance through the escalation process.
Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required.
Provide training and mentoring to new hires.
Provide enhanced and expedited support to VIP and critical business users.
Management of operational continual improvement initiatives
Manage team escalations and support to resolve issues
Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact
Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.
Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk.
Create and update Knowledge Items and other relevant documentation
8 - 10 Years of Experience in IT operations or IT Support Management or IT Infrastructure Management.
Graduation from B.E / B.Tech is preferred
Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management
Strong leadership skills with the ability to motivate, coach and mentor staff
Excellent knowledge of Office 365 and MS Operating Systems
Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies
Experience using ITSM tools such as ServiceNow
Proven ability to troubleshoot and resolve both hardware and software technical issues
An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big
Excellent customer relations skills
Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
Well organized and able to priorities workload
Collaborative and community focused
