Operations Manager | Windows Support | Service Desk

1 week ago

Hyderabad, India Ghrs Training Full time

Job Description Responsibilities: - Strategic & Operational Leadership: - Develop, implement, and manage the operational strategy for the Service Desk and Windows Support teams, aligning with overall IT and business objectives. - Oversee the day-to-day operations, ensuring seamless 24/7 (if applicable) coverage, optimal resource allocation, and adherence to service level agreements (SLAs) and operational level agreements (OLAs). - Drive continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction, leveraging ITIL best practices. - Manage operational budgets, resource planning, and technology roadmaps for the Service Desk and Windows support tools. - Team Management & Development: - Lead, mentor, and develop a team of Service Desk Team Leads, Senior Analysts, and Technicians, fostering a high-performance, customer-focused culture. - Conduct regular performance reviews, goal setting, coaching, and career development planning for direct reports and the wider team. - Manage staffing, recruitment, onboarding, and training programs to ensure the team possesses the necessary skills and knowledge for a Windows-centric environment. - Champion employee engagement and retention initiatives. - Service Delivery & Performance Management: - Establish, monitor, and report on key performance indicators (KPIs) such as First Call Resolution (FCR), Mean Time To Resolution (MTTR), Customer Satisfaction (CSAT), and service availability. - Implement robust incident, problem, and service request management processes within the Service Desk, with a strong focus on Windows-related issues. - Ensure all processes are documented, understood, and adhered to by the team. - Act as a key escalation point for critical incidents and major outages, driving quick resolution and effective communication. - Technical Oversight & Windows Expertise: - Provide expert guidance and oversight for technical issues related to Windows operating systems (Windows 10/11, Windows Server basics for user support context), Microsoft 365 suite, Active Directory, endpoint management, and related corporate applications. - Ensure the team has the necessary technical tools, knowledge base articles, and training to effectively troubleshoot and resolve Windows-specific issues. - Collaborate closely with infrastructure, network, and application teams to address systemic Windows-related problems and improve overall system stability. - Stay abreast of new Windows technologies, security patches, and best practices to ensure the support environment remains current and secure. - Stakeholder Management & Communication: - Build and maintain strong relationships with internal business units, senior leadership, and external vendors. - Communicate service performance, outages, major incidents, and improvement plans effectively to all stakeholders. - Represent the Service Desk and Windows Support function in cross-functional projects and strategic initiatives. - Compliance & Security: - Ensure all Service Desk and Windows support operations comply with internal IT policies, security standards, and regulatory requirements. - Oversee access management and security protocols related to user accounts and endpoint devices.

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