End User Support Manager

2 weeks ago

india Skyleaf Consultants LLP Full time

Role- Head/Lead Technology Support

Experience-10-15 Years

Location- Nagpur

Industry- Information Technology

About the Organization- It is a leading Indian MNC company.


*ITIL Certification Must*


Roles & Responsibilities :

  • Responsible for end-user support by providing IT services, IT devices, and any other requirements of end-users of IT under the scope of control (given location).
  • Responsible for end-user perception management by assuring a positive increase in CaP (Customer Approval) score and CSI (Customer Satisfaction Index) score year on year.
  • Responsible for managing the location heads and third-party resources achieving continuous improvement on:

-Productivity of the resources

-SLA Adherence

  • Reduction of incidences, cost, and resource count/user
  • Responsible for 100% accuracy of physical asset count vs SAP asset register under the area of control, i.e., location/s.
  • Responsible for implementing process simplification, and process digitalization to achieve higher productivity, reduce the cost of operations, and improve the quality of services for greater user satisfaction.
  • Responsible for ensuring 100% compliance regarding processes, licenses, and cybersecurity.
  • Responsible for Planning, Budgeting, and Managing Budgets for the area under control.
  • Serve as the Band Ambassador of IT.


  • Result in Orientation through Operational Excellence and Customer Focus.
  • Interest in technologies and applications.
  • Acumen for understanding the customer, ear for listening & interpreting the needs, and connecting the needs to relevant technology.
  • IT project management/account management.
  • An executioner with respect for timelines vs customer urgencies.
  • Ability to deal with Ambiguity.
  • Knowledge of the overall IT landscape - Infrastructure, Applications, Networking, and security with a Special focus on Customer engagement & Project Management.


Primary Skills (Functional):

  • Good understanding of ITIL Framework.
  • Hands-on Technical Exposure to Microsoft Technologies (OS, Office suite, O365 Suite, etc.).
  • Basic knowledge about Central Infra, Data Center, Network, and Security technology.
  • Team Management skills.


Qualifications :

  • B.E. / B. Tech (Computer or IT) and ITIL certification B.E. / B. Tech (Computer or IT) and ITIL certification.
  • Minimum 5 years of Industry experience preferably in End User Management or IT operations.
  • Knowledge of the overall IT landscape - Infrastructure, Applications, Networking, and security with a Special focus on Customer engagement & Project Management
  • Microsoft platform-related Certification.
  • Good understanding of ITIL Framework.
  • Basic knowledge about Central Infra, Data Center, Network, and Security technologies.
  • Good communication and personality, Consulting Skills.

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