Position Summary:
Manager – End User Services is responsible for managing onsite desktop and end-user support operations at the Mumbai location. This role owns service delivery, team leadership, VIP support, endpoint compliance, device lifecycle management, and drives automation and proactive IT operations.
Job Functions and Responsibilities:
- Develop the End User Service Team, including hiring, performance evaluations, and career development planning.
- Define and enforce IT service standards, Service Level Agreements (SLAs), and operational KPIs to ensure the highest quality of support across all sites.
- Serve as the escalation point for critical incidents and the primary liaison between executive leadership, third-party vendors, and technical teams.
- Promote a culture of excellence, ensuring high customer satisfaction and professional service delivery across the organization.
- Oversee the delivery of desktop support and IT operations for all employees, ensuring seamless connectivity and functionality for onsite and remote staff.
- Spearhead the development and integration of AI technologies into the support ecosystem; identify opportunities to utilize AI for automating routine helpdesk tasks, ticket triage, and predictive maintenance.
- Drive the usage of AI-assisted tools (e.g., Microsoft Copilot, chatbots, or scripting assistants) to enhance technician productivity and shorten resolution times.
- Evaluate and prioritize complex technical issues, ensuring resources are allocated effectively to resolve high-impact problems.
- Lifecycle and support of all peripherals, telecommunications systems, and collaboration tools, including MS Teams, Call Center Applications, and Intune.
- Administer and support Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive), including tenant health monitoring, incident response, and service request fulfillment.
- Manage user lifecycle activities across Microsoft 365 (onboarding/offboarding, licensing, mailbox and group access), enforcing role-based access and MFA/Conditional Access compliance in partnership with Security.
Own Microsoft 365 endpoint and collaboration troubleshooting: Outlook/Teams client issues, OneDrive sync problems, SharePoint permissions, and Teams meeting/voice quality, with root-cause analysis and knowledgebase updates.
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- Govern the integrity and security of the IT desktop environment, ensuring compliance with all corporate security standards and build requirements.
- Deployment strategy for desktop software and systems; oversee the resolution of failed deployments and collaborate with Desktop Engineering on systemic improvements.
- Direct the Asset Management lifecycle, from procurement to disposal, ensuring accurate inventory auditing and responsible management of surplus equipment.
- Forecast and manage hardware inventory levels and procurement budgets for all locations to accommodate growth and refresh cycles.
- Architect and maintain a comprehensive knowledge base strategy, ensuring technical documentation and user guides are kept current for the Service Desk and IT Teams.
- Oversee ITSM data integrity, ensuring all incidents and requests are documented accurately to facilitate trend analysis and reporting.
- Proactively analyze operational data to identify inefficiencies and recommend process improvements to the Director of End User Services.
- Experience driving self‑service, shift‑left, or automation initiatives.
- Hands‑on or conceptual experience with proactive remediation and ticket deflection.
- Drive self‑service adoption through a robust KB and software portal, and lead shift‑left automation by converting recurring desktop issues into automated, self‑healing and AI‑assisted solutions.
- Use AI/automation (Power BI, chatbot, Copilot, Nexthink Flows/Remote Actions) to deflect tickets.
- Hands‑on with Nexthink/ThousandEyes and driving proactive support/Tech Bar. If not, then similar tools.
- Modern device mgmt. (Intune/Autopilot, Windows 11, zero‑touch).
- ITSM Tool admin/reporting; VIP support; UAM alignment; lifecycle/EOL planning, Procurement and Inventory.
- Bachelor’s degree in information technology, Computer Science, Engineering, or a related field from premier institutions
- Relevant technical or management certifications are a plus
- 12–15 years of overall experience in End User Services / Desktop Support / IT Operations.
- 3–5 years of experience in a manager role handling onsite support.
- Proven experience managing enterprise desktop environments with onsite and remote users.
- Hands‑on exposure to incident, request, and escalation management in a global IT setup.
- Strong knowledge of Windows 11, Microsoft Office 365, and enterprise endpoint environments.
- Experience with Modern Device Management (Intune, Autopilot, zero‑touch deployments)
- Working knowledge of ITSM tools (ticketing, reporting, queue management)
- Understanding of endpoint security, patching, vulnerability remediation, and compliance.
- Exposure to asset lifecycle management, procurement, inventory, and vendor coordination.
- Familiarity with monitoring and experience tools such as Nexthink, ThousandEyes, or similar platforms.
- Demonstrated ability to lead onsite teams, manage shifts, rosters, and daily operations.
- Experience acting as the primary onsite escalation point for critical incidents and VIP users.
- Strong coordination skills with infrastructure, security, vendors, and global IT teams.
- Ability to manage onboarding, offboarding, and office IT readiness.
- Experience driving self‑service, shift‑left, or automation initiatives.
- Exposure to AI‑assisted support, chatbots, Copilot, Power BI, or automation workflows.
- Hands‑on or conceptual experience with proactive remediation and ticket deflection.
- Strong customer‑first mindset with excellent communication skills
- Ability to work independently in a high‑visibility onsite role
- Organized, detail‑oriented, and capable of handling multiple priorities
- Comfortable working in fast‑paced, AI‑driven enterprise environments.
Key Result Areas:
- Experience driving self‑service, shift‑left, or automation initiatives.
- Hands‑on or conceptual experience with proactive remediation and ticket deflection.
- Drive self‑service adoption through a robust KB and software portal, and lead shift‑left automation by converting recurring desktop issues into automated, self‑healing and AI‑assisted solutions.
- Use AI/automation (Power BI, chatbot, Copilot, Nexthink Flows/Remote Actions) to deflect tickets.
- Hands‑on with Nexthink/ThousandEyes and driving proactive support/Tech Bar. If not, then similar tools.
- Modern device mgmt. (Intune/Autopilot, Windows 11, zero‑touch).
- ITSM Tool admin/reporting; VIP support; UAM alignment; lifecycle/EOL planning, Procurement and Inventory.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, Engineering, or a related field from premier institutions
- Relevant technical or management certifications are a plus
- 12–15 years of overall experience in End User Services / Desktop Support / IT Operations.
- 3–5 years of experience in a manager role handling onsite support.
- Proven experience managing enterprise desktop environments with onsite and remote users.
- Hands‑on exposure to incident, request, and escalation management in a global IT setup.
- Strong knowledge of Windows 11, Microsoft Office 365, and enterprise endpoint environments.
- Experience with Modern Device Management (Intune, Autopilot, zero‑touch deployments)
- Working knowledge of ITSM tools (ticketing, reporting, queue management)
- Understanding of endpoint security, patching, vulnerability remediation, and compliance.
- Exposure to asset lifecycle management, procurement, inventory, and vendor coordination.
- Familiarity with monitoring and experience tools such as Nexthink, ThousandEyes, or similar platforms.
WORK SCHEDULE OR TRAVEL REQUIREMENTS -
Rotational shift 24*5, Weekend support as an when required.
