IT Service Delivery Leader

1 week ago

Ahmedabad, Gujarat, India beBeeProfessional Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Support Manager

The primary function of this role is to oversee the entire request, incident, and problem management process. This includes managing and coordinating urgent and complicated support issues.

  • The selected candidate will be responsible for training, coaching, and mentoring L1/L2 Technical Support Engineers.
  • This position will also involve managing 24X5/7 service availability and SLA adherence.
  • The individual will establish and implement ITIL standards in service delivery practices.
  • Act as an escalation point for all requests and incidents, developing and maturing phone/ticket/email escalation processes to ensure free flowing escalation and information within the organization.
  • Lead IT and Support Helpdesk projects for on-time and quality closure.
  • Maintain IT service desk policies, procedure documentation, records, and reports in compliance with organizational, ISO, HIPAA, and HITRUST requirements.
  • IT Asset Management, Vendor Management for procurement, repair, and maintenance, fostering positive end-user, cross-function relationships, and driving customer satisfaction.
  • Develop and maintain a Technical Support knowledge base.
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
  • Develop employees within their roles via coaching, counseling, and disciplining employees.
  • Conduct regular check-ins with direct reports to monitor performance, track progress on work duties, and discuss successes and challenges.
  • Annual performance evaluations for direct reports.
  • Manage process communication outage/emergency activities to the organization.
  • Provide data and reporting of KPIs and trends to the IT department and others ad-hoc, weekly, monthly, and as needed, driving Ticket Deep Dive and developing strategies for improvement.

Required Skills and Qualifications

  • Graduate in Engineering/Technical discipline with knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, All PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment.
  • 24X5/7 Global Support Operations Management ITIL Certification.
  • Microsoft and Azure Certification is an added advantage.
  • Strong leadership capability, deep IT/PC troubleshooting knowledge, excellent customer Service Skills, excellent problem-solving skills.
  • Strong coordination skills to work with multiple cross-functions.
  • Proactive and creative, attention to detail, excellent research skills.
  • Excellent English communication skill (both Written & Verbal).
  • Customer-centric, Problem Solver, Critical thinker.

Benefits

We are committed to providing our team members with opportunities for growth and development in a dynamic and challenging work environment.

How to Apply?

Send your updated resume along with relevant details such as Total Experience, Relevant Experience, Current Designation, Current CTC, Expected CTC, Notice Period, and Current Location.

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