IT Operations Director

4 hours ago


Hyderabad, Telangana, India Zelis Full time

**Job Title:** IT Operations Director

We are seeking an experienced IT Operations Director to lead our team in Hyderabad, India.

**About the Role:

  • Lead and manage the IT Service Desk and End User Computing teams, ensuring effective performance and professional growth.
  • Foster a positive team environment and encourage collaboration and innovation.
  • Conduct regular performance evaluations, provide constructive feedback, and identify training needs.

**Key Responsibilities:

  • Supervise the daily operations of the IT Service Desk, ensuring prompt and accurate resolution of incidents and service requests.
  • Monitor service desk performance metrics, ensuring adherence to SLAs and KPIs.
  • Develop and maintain a comprehensive knowledge base to support efficient issue resolution.

**End User Computing Management:

  • Oversight of provisioning, configuration, and maintenance of end user devices, including desktops, laptops, tablets, and smartphones.
  • Implementation and enforcement of policies for device management, ensuring compliance with security and operational standards.
  • Management of software deployment, updates, and licensing for end user devices.

**Process Improvement and Quality Assurance:

  • Identification and implementation of process improvements to enhance the efficiency and effectiveness of IT support services.
  • Development and enforcement of ITIL-based best practices for incident, problem, and change management.
  • Regular quality assurance checks and audits to ensure service excellence.

**Collaboration and Communication:

  • Collaboration with other IT teams and business units to understand and address their IT support needs.
  • Effective communication with stakeholders, providing regular updates on service desk performance and key initiatives.
  • Serving as an escalation point for complex issues and ensuring timely resolution.

**Qualifications:

  • Education: Bachelor's degree in information technology, Computer Science, or a related field. Relevant certifications (ITIL, CompTIA A+, Microsoft Certified Professional, etc.) are advantageous.
  • Experience: Minimum 10+ years of experience in IT operations, proven experience managing IT service desk and end user computing functions, hands-on experience with ITIL or other IT service management frameworks.

**Salary Range:** ₹1200000 - ₹1800000 per annum.

**Location:** Hyderabad, India.

**Language:** English.



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