IT End User Support Manager

6 days ago

Mumbai Metropolitan Region, India Protiviti India Member Firm Full time

Job Overview:

This role is essential for ensuring the smooth operation of all end-user technologies, providing a bridge between IT and the employees who rely on technology for their daily tasks.



The IT End User Support Manager is responsible for overseeing the delivery of IT support services to the organization’s employees and ensuring that end users receive the highest level of technical assistance and satisfaction. This role involves managing the IT helpdesk team, ensuring timely resolution of issues, and implementing continuous improvement initiatives for user support


.
Job Locatio n: Mumbai, Kolkata, Noida , Gurgaon, Bangalore, Hyderabad, Chenn


ai
Key Responsibiliti

es:End User Support Manageme

  • nt:Lead the IT support team in providing day-to-day technical support to users across the organizati
  • on.Ensure all helpdesk tickets are handled in a timely, efficient, and professional mann
  • er.Establish processes to prioritize and escalate issues based on their severity and impact on business operatio


ns.
Team Leaders

  • hip:Manage and mentor a team of support specialists, including hiring, training, and evaluating staff performa
  • nce.Foster a positive and productive team culture focused on delivering excellent customer serv
  • ice.Ensure the team is up-to-date with the latest tools, technologies, and support techniques through ongoing train


ing.
Incident and Problem Manage

  • ment:Manage the ticketing system to ensure accurate tracking and reporting of all incidents, service requests, and is
  • sues.Oversee the identification, logging, and resolution of recurring issues, driving root cause analysis and implementing solutions to minimize disrupt
  • ions.Coordinate with other IT teams to ensure that incidents are resolved effectively and preventive actions are t


aken.
Service Level Manag

  • ement:Define and manage Service Level Agreements (SLAs) for response times, resolution times, and service qu
  • ality.Monitor performance metrics, such as first-call resolution, average ticket resolution time, and user satisfa
  • ction.Ensure adherence to SLAs and recommend improvements to increase efficiency and service l


evels.
Hardware and Software S

  • upport:Oversee the installation, configuration, and troubleshooting of desktop computers, laptops, mobile devices, printers, and other end-user ha
  • rdware.Ensure that software updates, patches, and licensing are managed and deployed appropr
  • iately.Manage the lifecycle of end-user hardware, including provisioning, replacement, and di


sposal.
User Training and Docume

  • ntation:Develop and deliver training programs to educate end users on IT tools, security best practices, and new techn
  • ologies.Create and maintain a knowledge base for users and IT staff, including FAQs, troubleshooting guides, and documentation for common IT pr
  • ocesses.Promote self-service resources and tools to reduce the need for direct user


support.
Vendor and Partner Ma

  • nagement:Collaborate with external vendors and service providers to manage support contracts, warranties, and service ag
  • reements.Ensure that third-party support services are integrated seamlessly with the internal helpdesk and meet the organization’s expe


ctations.
Continuous Im

  • provement:Drive continuous improvement initiatives to enhance the quality and efficiency of end-user support
  • services.Gather feedback from users to identify areas for improvement and implement solutions that improve the user e
  • xperience.Stay informed on industry trends, emerging technologies, and best practices to keep the support team and processes u


p-to-date.
Required Skills & Qual

ifications :Education: Bachelor’s degree in Information Technology, Computer Science, or a rel

ated field. Experience: 8 to 12 years of experience in IT support, with at least 3 years in a leadership or manag

erial role.Technical Expertise: Proficiency in managing end-user hardware, software, and mobile devices in enterprise environments. Strong knowledge of Active Directory, LDAP, DNS, DHCP, and related authentication technologies is

preferred.Custom er Service: Strong customer service orientation with a focus on delivering a high-quality user

experience.Com munication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-techn

ical users.Probl em Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex techni

cal issues. Leadership: Proven experience managing and mentoring teams, with the ability to foster collaboration and p


erformance.
Preferred Cer

  • tifications:ITIL (Information Technology Infrastructure Library) Foundatio
  • n or higher.CompTIA A+
  • or Network+.Microsoft Certified: Modern Desktop Administrato
  • r Associate.Other relevant technical certifications in hardware, software, or network


management.

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