IT Client Services Supervisor

1 month ago

Gurgaon, India Cepheid Full time

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.

Cepheid IT is an exciting organization comprised of technical professionals who are dedicated to empowering the productivity of Cepheid’s global workforce.

Learn about the Danaher Business System which makes everything possible.

The **IT Client Services Supervisor** is responsible for IT support desk management and continuous improvement of support services. The Client Services Supervisor assists IT management in the development, implementation, and continuous improvement of IT Service Management processes, and measuring and reporting on Key Performance Indicators (KPIs) related to those services.

This position is part of the Cepheid’s IT department and will be based in Gurugram, India

**In this role, you will have the opportunity to**:

- Lead and coordinate support between global sites and headquarters
- Manage the day-to-day workload and activities of ITCS Support Technicians
- Assist in the development of IT Service Management processes and the improvement of service delivery
- Assist IT management on the improvement of a strong IT Service Transition and Service Operation practice (i.e., Change Management, Problem Management, and Deployment Management) to ensure delivery meets business needs
- Review progress of assigned tickets, ensuring performance is within SLA’s and technicians are following the established processes and procedures. Survey staff on service delivery performance and improvement opportunities.
- Assist as technical liaison in the execution of project/tasks assigned to the Global ITCS through PMO and IT management
- Provide budgetary figures for hardware and software needed on a quarterly and annual basis
- Maintain IT inventory for the office, including ordering and recycling inventory. Partner with global colleagues in resolving reported issues in a timely manner
- Provide support via telephone; remotely manage client machines located throughout various locations including deskside and remote sales and service teams
- Provide elevated support to Cepheid’s Executive Management staff and corresponding admins
- Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
- Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
- Administering network accounts - password resets and unlocking accounts. Build and deploy new hire computers/upgrades and RMA/warranty repairs
- Utilize Microsoft SCCM for computer inventory, imaging, and software package pushes
- Provide Windows account maintenance using Microsoft Active Directory
- Application support, including general account creation, password resets, installation and general troubleshooting
- Assist in infrastructure operations support - local server maintenance and updates, as needed
- Global customer support - supporting associates located outside their region with accommodation to different time zones, as needed

**The essential requirements of the job**
- Bachelor/master’s degree in computer science or the equivalent in work experience.
- 12+ years of overall experience in the Information technology profession passionate about IT Client Services & Infra structure.
- Ability to establish a vision for the client services team with excellent communication skills
- Maintain strict confidentiality and respect for ensuring network security
- Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services
- Ability to determine if issues are related to local machines or if they are part of a larger (office, department, global) issue and when to escalate issues
- Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10, Mac OSX and Microsoft Office products
- Comprehensive understanding of current computer hardware and software technologies & Understanding of LAN/WAN and Wireless Networks
- Knowledge of Veeam backup a plus
- Familiarity with supporting and troublesho

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