IT End User Support Manager

Job Summary:

• The IT End User Support Manager will be responsible for overseeing and managing IT support for end users across all branches and locations within the company.

Key Responsibilities:

End User Support Strategy:

• Develop and implement a comprehensive end user support strategy for branches across Pan India.
• Monitor service delivery and ensure prompt resolution of incidents, minimizing downtime and improving overall end-user satisfaction.

Team Leadership:

• Manage and mentor a team of IT support engineers to deliver high-quality support services. Drive continuous improvement in the teams performance through training, performance management, and process optimization.

Incident and Problem Management:

• Oversee the timely resolution of end-user IT issues, including hardware, software, and network-related problems.
• Develop processes for tracking and reporting incidents, ensuring compliance with SLAs (Service Level Agreements).
• Analyse recurring incidents and provide recommendations to eliminate root causes.

Vendor Management:

• Manage relationships with third-party service providers, including hardware, software, and network vendors, ensuring high-quality and cost-effective services.
• Ensure timely procurement and maintenance of IT equipment for end users.

Technology Deployment & Upgrades:

• Oversee the rollout of new technologies, systems, and software across all offices, ensuring minimal disruption to business operations.
• Manage the lifecycle of end-user devices (e.g., desktops, laptops, mobile devices, and peripherals) including installation, upgrades, and decommissioning.

Compliance & Security:

• Ensure end-user compliance with company IT policies and regulatory requirements, particularly related to data security and privacy.
• Collaborate with the Information Security team to ensure that all end-user systems are secure and up to date with necessary patches and anti-virus definitions.

Budgeting & Planning:

• Assist in the development of the IT support budget and manage expenditure related to end-user devices and support services.
• Forecast hardware/software requirements and ensure cost-effective procurement and deployment strategies.

Stakeholder Engagement:

• Act as the primary point of contact for regional offices and business units regarding IT end-user support.
• Gather feedback from stakeholders to improve support services and anticipate future requirements.

Required Skills & Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field. 8-12 years of experience in IT end-user support roles, with at least 3-5 years in a managerial capacity. Experience working in the NBFC sector or financial services industry is highly preferred.
• Strong knowledge of IT support processes and tools, including incident management systems, ticketing systems, and remote support tools.
• Experience managing IT support across multiple locations, preferably on a Pan- India scale. Solid understanding of hardware, software, network troubleshooting, and enterprise IT environments.
• Experience managing external vendors and service level agreements.
• Excellent leadership, team management, and communication skills.
• Knowledge of regulatory compliance (e.g., data security, RBI guidelines) is a plus.

Key Competencies:

• Strong problem-solving skills with a proactive approach to identifying and addressing IT issues.
• Ability to work in a fast-paced, high-pressure environment, managing multiple priorities.
• Excellent communication skills to work effectively with technical and nontechnical stakeholders.
• Ability to drive continuous improvement in IT support services, enhancing operational efficiency.

Location: Flexible, with travel as required to various regional offices across India