Associate Manager
2 months ago
Passionate about Navi’s mission and vision-
Demonstrates dedication, perseverance and high ownership-
Goes above and beyond by taking on additional responsibilities 2.Obsession with high quality results-
Consistently creates value for the customers and stakeholders through high quality outcomes-
Ensuring excellence in all aspects of work-
Efficiently manages time, prioritizes tasks, and achieves higher standards 3.Resilience and Adaptability-
Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility About the role:As an Associate Manager in IT Helpdesk function candidate is responsible for overseeing primarily two areas as below:HelpDesk Management: Oversee and manage his/her team working on End User support. Asset Management: The lifecycle of the organization's IT assets, including hardware, software, datacenter and network equipment.Key Responsibilities:HelpDesk Management:1. Team Management:Lead, mentor, and develop a team of help desk technicians.Set performance goals and conduct regular evaluations for helpdesk staffSchedule and manage helpdesk coverage to ensure adequate support during business hours and on-call rotations2. Helpdesk Operations:Oversee the helpdesk ticketing system to ensure timely and effective resolution of support requests.Monitor and report on helpdesk performance metrics, identifying areas for improvement3. Technical Support:Provide hands-on support for complex technical issues and escalations. Ensure helpdesk staff are trained on the latest technologies and troubleshooting techniques4. User Support:Ensure high levels of customer satisfaction by providing prompt and effective support.Gather feedback from users to identify recurring problems and areas for improvementDevelop and maintain a knowledge base of common issues and solutions for users and helpdesk staffAsset Management: 1. Asset Lifecycle Management:Develop and implement IT asset management strategies, policies, and proceduresOversee the acquisition, deployment, maintenance, and disposal of IT assetsMaintain an accurate and up-to-date IT asset inventory databaseTrack and manage software licenses to ensure compliance with vendor agreements and regulations2. Inventory Management:Coordinate with the procurement team to ensure timely ordering and receipt of IT assets. Conduct regular audits (physical and system generated) of IT assets to verify accuracy and completeness of asset records3. Vendor Management:Maintain relationships with IT vendors and service providers. Monitor vendor performance and resolve issues related to IT assetsEducation and Experience:Bachelor’s degree in Information Technology, Computer Science or a related fieldMinimum of 3 years of experience in IT asset management or a related roleExperience with IT Serve and Asset management tools and software ex:Manage Engine, Fresh Works, Service Now, etc Experience with helpdesk ticketing systems and remote support toolsSkills and Competencies:Strong leadership and team management skillsExcellent problem-solving and troubleshooting abilitiesProficiency in Microsoft Office Suite and IT asset management softwareProficiency in Microsoft Office Suite and common IT support softwareEffective communication and interpersonal skillsCertifications:IT Asset Management (ITAM) certification is a plusOther relevant certifications such as ITIL or PMP
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