IT End-User Support Manager

3 weeks ago

Greater Bengaluru Area, India Biocon Biologics Full time

Looking for a proactive and customer-focused End-User Support Manager to lead a team. The ideal candidate will oversee the day-to-day management of the end-user computing environment, ensuring seamless support and operations across desktops, laptops, iPads, Samsung tablets, and other devices. This role emphasises delivering exceptional customer experiences, meeting agreed SLAs, and driving collaboration with cross-functional teams to achieve business objectives.


Key Responsibilities

  • Team Leadership & Management
  • Led and managed a team of 7 to 8 FTEs and multiple on-site contractors, fostering a high-performance culture.
  • Assign and prioritise tasks, ensuring efficient allocation of resources to meet user needs.
  • Provide coaching, mentorship, and performance management for team members.
  • Conduct regular team meetings to review performance metrics, goals, and improvement opportunities.


End-User Computing Support

  • Oversee and manage the lifecycle of end-user devices, including desktops, laptops, tablets, and mobile devices.
  • Could you make sure that the provisioning, configuration, maintenance, and decommissioning of devices is timely?
  • Manage Active Directory accounts, group policies, and access permissions.
  • Administered and supported SCCM (System Center Configuration Manager) and Intune for patch management, application deployment, and endpoint security.
  • Could you collaborate with network teams to address connectivity issues impacting end-user devices?
  • Manage print solutions, ensuring reliable printing services for all users.
  • Monitor the health and performance of the end-user computing estate, proactively addressing issues to minimise downtime.

Customer Experience & Operational Excellence

  • Act as the escalation point for high-priority end-user issues, ensuring swift resolution and communication.
  • Drive a customer-first approach in all support interactions, fostering a culture of accountability and service excellence.
  • Collaborate with cross-functional teams (e.g., IT infrastructure, applications, security) to deliver integrated solutions that support business outcomes.
  • Identify and implement process improvements to enhance the end-user experience.
  • Ensure all support requests are resolved within agreed SLAs, prioritising customer satisfaction.


Compliance & Reporting

  • Maintain compliance with IT policies and procedures, including security standards.
  • Track, report, and analyse SLA performance and team productivity metrics.
  • Create and maintain documentation for processes, solutions, and configurations.
  • Improve the IT Asset Management (HAM) maturity in the estate.
  • Required Skills & Qualifications


Technical Expertise

  • Strong knowledge of SCCM and Intune for device management, patching, and application deployment.
  • Knowledge of Active Directory, including user and group management.
  • Knowledge about ITSM Tools (Symphony AI Summit) is good to have.
  • Familiarity with network (LAN & Wi-Fi) troubleshooting and resolution of connectivity issues.
  • Experience managing print solutions in a corporate environment.
  • Knowledge of enterprise-level device management for Windows, iPads, and Android tablets.


Leadership & Communication

  • Proven ability to lead and develop a technical support team.
  • Strong problem-solving skills with a focus on root cause analysis and continuous improvement.
  • Excellent written and verbal communication skills to effectively liaise with technical and non-technical stakeholders.
  • Customer-centric mindset with the ability to manage escalations and deliver a positive user experience.

Ability to manage multiple priorities, ensuring adherence to SLAs and deadlines.

  • Strong documentation skills for creating SOPs, knowledge articles, and reports.


Preferred Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • Certifications in ITIL, MCP, or related technologies are a plus.
  • Experience in managing a hybrid workforce with contractors and full-time employees.


Equal Opportunity Employer

Biocon Biologics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, colour, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Biocon Biologics also complies with all applicable national, state and local laws governing non-discrimination in employment as well as work authorisation and employment eligibility verification requirements of the Immigration and Nationality Act.

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