L3

Job Summary:

The End User Support Manager will oversee the end-user support team, ensuring efficient and effective resolution of technical issues. This role involves managing support operations, developing support strategies, and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Lead and manage the end-user support team, providing guidance and support.
• Develop and implement support strategies to improve service delivery.
• Monitor and analyse support metrics to identify areas for improvement.
• Ensure timely and effective resolution of technical issues.
• Collaborate with other departments to address and resolve user issues.
• Maintain up-to-date knowledge of industry trends and best practices.
• Train and mentor support staff to enhance their skills and performance.
• Handle escalated support issues and provide solutions.
• Develop and maintain documentation for support processes and procedures.
• Manage IT asset inventory to ensure accurate tracking and reporting.
• Create and maintain ticket dashboards for higher management to provide insights into support operations.
• Ensure adherence to Service Level Agreements (SLAs) to maintain high standards of service delivery.
• Manage support operations for 3000 end users across India, ensuring consistent and high-quality service.

Qualifications:

• Bachelor s degree in information technology, Computer Science, or a related field.
• Proven experience in a support management role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Outstanding communication and interpersonal skills.
• Familiarity with support software and tools.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Technical Skills:

• Experience with print servers.
• Proficiency in Office 365.
• Knowledge of ManageEngine Central Ops.
• Familiarity with ITSM tools.
• Experience with Active Directory.
• Understanding of VPN technologies.
• Experience in IT asset management.
• Ability to create and manage ticket dashboards.