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Premium Employer

RSM US in India

Compare

3.3

based on 190 Reviews

373 RSM US in India Jobs

IT Customer Operations Manager 1

RSM Delivery Center Private Limited (India)

3.3

based on 190 Reviews

10-12 years

Gurgaon / Gurugram

1 vacancy

IT Customer Operations Manager 1

RSM US in India

posted 3mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Information Technology Procurement HTML Software Asset Management US Staffing

+ 3 more

Job Description

The IT Customer Ops. Manager 1 is responsible for various responsibilities within the IT Customer Ops. team. The IT Customer Ops Manager is responsible for daily customer operations and the long-term strategic vision of their assigned teams throughout the technical phases and disciplines of the organization

The primary function of the IT Customer Ops. Manager role includes organizing, streamlining, and overseeing the IT process throughout the various new hire onboarding, Offboarding, Procurement, & Asset Management life cycles to ensure a positive user experience.

a) Responsible for implementing written plans, policies & procedures.

b) E nsuring effective system documentation is maintained to support the delivery of technology required to deliver a positive onboarding and Offboarding user experience. This includes analysis of business and user needs, documenting requirements, and revising existing system logic difficulties as necessary to support & engage in process improvement opportunities.

c) Manage internal processes & procedures and ensure they are being performed to documented standards.

d) Work with the management team to support business system requirements for the program.

Coordinate periodic daily and weekly reviews of business systems to ensure information is received timely, make recommendations, and escalate issues accordingly.

Work directly with finance, asset administrator(s), and Asset Manager to maintain 100 percent inventory accuracy and assist with remediation efforts.

Assist and lead administration of the asset management system.

Assist in implementing and managing recycling (eWaste) policies and procedures.

Assist with implementing procedures for tracking IT assets from requisition through retirement to oversee quality control throughout their lifecycles. Track each asset through its life cycle to maintain warranty information, refresh date, and end-of-life data information through monthly reporting.

Implement and utilize the appropriate tools and methodologies for IT asset inventory and procurement by users.

Manage ad-hoc projects, including leasehold activity and other initiatives to ensure quality and consistency are delivered. This includes partnering with other IT teams, Line of Business contacts, or office location leaders to define project scope, goals, budget, schedule, resources, and deliverables to support business goals and take appropriate steps to ensure project objectives are met in a timely and efficient manner.

Provide effective leadership with managing staffing level planning; interviewing, selecting, orienting, and training; communicating performance expectations; providing feedback on performance through performance management processes, recognition, coaching, performance improvement plans, and/or discipline including termination; creating career growth opportunities and employee development plans.

E DUCATION

Bachelor s degree in information technology, Procurement, Accounting, Finance or related business concentration or equivalent experience.

T ECHNICAL S KILLS

Good understanding of Information Technology environment
Excellent Microsoft Office/Excel skills (eg, Pivot tables, vlookups, formulas, etc)
Experience working in ServiceNow
Experience with application user account provisioning process and procedures

E XPERIENCE

10-12 years relevant experience in customer service or IT support management
4-6 years relevant experience managing projects
Excellent leadership and mentorship skills

P REFERRED R EQUIREMENTS

Advanced Microsoft Office skills
Proven track record of successfully onboarding customers
Experience working with project life cycle and project management methodologies
This position is immersed in highly complex customer interactions every day, so strong customer service and organizational skills are very important. High degree of professionalism
Strong troubleshooting skills on desktops, laptops, printers, multifunction devices (MFD), and tablets

SPECIAL REQUIREMENTS SPECIFIC TO JOB

Effective organization, time management skills, and a strong understanding of deadlines and deliverables.
Ability to manage multiple tasks and strong attention to detail.
Ability to handle multiple tasks simultaneously
Strong analytical skills and demonstrated problem solving skills
Ability to work independently and as part of a team
Demonstrated excellent interpersonal and communication skills
Good understanding of business processes across most areas of business
CompTIA A+ or equivalent HDI certification preferred.
ITIL Foundation v4 certification preferred

Employment Type: Full Time, Permanent

Functional Areas: Customer Service & Operations

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