Desktop Support Manager

Location : Manyata Tech Park, Hebbal, Bangalore

Timings : 6.00 PM to 3.00 AM IST/ 2.00 PM to 11.00 PM IST

***Immediate Joiners Only***

Summary

Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting

Primary Roles & Responsibilities:

Taking ownership of Laptop/Desktop procurement, deployment and management globally Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers Responsible for assuring company end users are provided efficient and timely delivery and support Performs staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional support Owning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations change Conceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globally Represent the desktop team and prepare for end point security audits Should have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordingly Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service Serves as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology support Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule Remains on-call during off-peak hours to respond to support service issues.

Job Description

Develop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations Provide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applications Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the operating systems, networking infrastructure and products & services that BBOX supports Meet all financial performance objectives for area of responsibility and take corrective action as needed Implement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectations Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experience Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company priorities Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance Achieve performance targets established by leadership for applicable Key Performance Indicators. Perform other duties as assigned by management

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success. Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost. Business Acumen - Interprets situations and events from a business standpoint in order to make decisions that are consistent and congruent with the organizations strategic direction and goals. Demonstrates the ability to use technology to enhance decision making, and provide cost-effective organizational and management tools. Aligns policies for a consistent and united business approach. Increases cooperation and communications between departments. Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises. Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan.

Education / Experience Requirements

Bachelor’s Degree in Engineering, Management Information Systems, Information Technology, Computer Science or related field, or equivalent, relevant experience Minimum of 9 years with end user Laptop/Desktop delivery on a global scale End-to-end process thinker, with proven experience in business processes and workflow design Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools and related cloud based technology systems

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