Urgent Hiring: Deputy Manager/Manager-System Admin(Immediate Joiner)

We are seeking a seasoned IT Helpdesk Manager with over 5 years of managerial experience specializing in customer service. This role is critical for overseeing our IT Helpdesk operations in a fast-paced Managed Services (MSO) and Business Process Outsourcing (BPO) environment. The ideal candidate will ensure seamless IT support across multiple industries, including travel, while championing customer satisfaction, expediting ticket resolution, and managing a high-performing team.

Required

* Utilize expertise in **Microsoft Office 365** and other MSO applications to support end-users and troubleshoot issues.

* Manage deployment, upgrades, and maintenance of IT systems, ensuring minimal downtime.

* Collaborate with the development team to address software and system integration issues.

Responsibilities

1. System Administration and Support:

• Manage, monitor, and maintain IT networks, and end-user devices like macbooks / laptops etc.
• Provide technical support for hardware, software, and network-related issues.
• Ensure the availability, reliability, and security of all IT systems.

2. Leadership and Team Management:

• Lead and mentor a team of IT engineers, administrators and support staff.
• Foster a collaborative environment and provide guidance on complex technical issues.

3. Network and Security Management:

• Design and implement robust security measures to protect company data and IT systems.
• Oversee firewall configurations, VPN access, and security protocols.
• Monitor for potential vulnerabilities and address any security breaches.

4. IT Strategy and Planning:

• Collaborate with executive leadership to define IT objectives that align with business goals.
• Develop and execute an IT roadmap that considers current and future needs.
• Stay informed about emerging technologies and evaluate their potential impact.

5. Policy and Compliance:

• Create, enforce, and update IT policies, including usage, security, and compliance protocols.
• Ensure adherence to industry standards, legal requirements, and best practices in IT governance.

6. Vendor and Budget Management:

• Manage relationships with IT vendors, negotiate contracts, and evaluate service level agreements (SLAs).
• Prepare and manage the IT budget, ensuring cost-effective solutions and resource allocation.

Desired

• Minimum of 5 years of managerial experience in an IT helpdesk or support role.
• Proven track record of delivering exceptional customer service in an MSO or BPO environment.
• Certifications in MS Office Administration, MS Azure are a plus
• Degree in Information Technology, Computer Science, or related field; advanced certifications are a plus.
• Ability to work independently and must have strong organizational, communication and customer service skills
• Expertise in managing IT operations remotely for global locations
• Manage the relationship of all IT suppliers, vendors, consultants, and other experts. Forecast IT requirements, prepare annual budgets, and manage funds within the budget.
• Demonstrated ability to analyze and understand trends in the technology industry in order to select hardware and/or software solutions to meet current and future demands of the organization.

Interested candidates can share their resume directly to saket.puri@greaves-travel.co.in