Enterprise IT Support Manager
5 days ago
Biocon Biologics is a leading biotechnology company committed to delivering innovative solutions for improving human health.
Job OverviewWe are seeking an experienced Enterprise IT Support Manager to lead our end-user support team in delivering exceptional customer experiences, meeting agreed SLAs, and driving collaboration with cross-functional teams to achieve business objectives.
Key Responsibilities- Team Leadership & Management: Lead and manage a team of technical experts, fostering a high-performance culture and ensuring efficient allocation of resources to meet user needs.
- End-User Computing Support: Oversee the lifecycle of end-user devices, including desktops, laptops, tablets, and mobile devices. Ensure timely provisioning, configuration, maintenance, and decommissioning of devices.
- Customer Experience & Operational Excellence: Act as the escalation point for high-priority end-user issues, ensuring swift resolution and communication. Drive a customer-first approach in all support interactions, fostering a culture of accountability and service excellence.
- Compliance & Reporting: Maintain compliance with IT policies and procedures, track and report on SLA performance and team productivity metrics.
- Strong knowledge of SCCM and Intune for device management, patching, and application deployment.
- Knowledge of Active Directory, including user and group management.
- Familiarity with network (LAN & Wi-Fi) troubleshooting and resolution of connectivity issues.
- Experience managing print solutions in a corporate environment.
- Proven ability to lead and develop a technical support team.
- Excellent written and verbal communication skills to effectively liaise with technical and non-technical stakeholders.
- Able to manage multiple priorities, ensuring adherence to SLAs and deadlines.
The estimated salary for this role is $120,000 - $180,000 per annum, depending on experience and qualifications. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and generous paid time off.
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