Windows Operations Manager

3 days ago

Hyderabad Secunderabad Telangana, India beBeeOperations Full time ₹ 9,00,000 - ₹ 12,00,000

Key Responsibilities:

  • Drive Operational Excellence:
  • Synthesizing IT and business objectives, lead the development, implementation, and management of operational strategies for Service Desk and Windows Support teams.
  • Ensure seamless 24/7 coverage by optimizing resource allocation and adhering to service level agreements (SLAs) and operational level agreements (OLAs).
  • Promote continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction.
  • Manage budgets, resource planning, and technology roadmaps for Service Desk and Windows support tools.
  • Team Leadership & Development:
  • Foster a high-performance culture by leading, mentoring, and developing Service Desk Team Leads, Senior Analysts, and Technicians.
  • Conduct regular performance reviews, goal setting, coaching, and career development planning for direct reports and the wider team.
  • Implement effective recruitment, onboarding, and training programs to ensure the team has necessary skills and knowledge.
  • Enhance employee engagement and retention initiatives.
  • Service Delivery & Performance Management:
  • Establish and monitor key performance indicators (KPIs) such as First Call Resolution (FCR), Mean Time To Resolution (MTTR), Customer Satisfaction (CSAT), and service availability.
  • Develop robust incident, problem, and service request management processes within the Service Desk, with a strong focus on Windows-related issues.
  • Ensure all processes are well-documented and understood 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), Microsoft 365 suite, Active Directory, endpoint management, and corporate applications.
  • Equip the team with 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.
  • Stay updated on new Windows technologies, security patches, and best practices.
  • Stakeholder Management & Communication:
  • Build and maintain strong relationships with internal stakeholders, 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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