Desktop Support Manager

Job Description
Location:
M2 building, Manyata Tech Park

Timings:
2PM to 11PM IST

Note - **Immediate Joiners Only***

Summary
Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting

Primary Roles & Responsibilities

• Taking ownership of Laptop/Desktop procurement, deployment and management globally
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Responsible for assuring company end users are provided efficient and timely delivery and support
• Performs staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional support
• Owning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations change
• Conceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globally
• Represent the desktop team and prepare for end point security audits
• Should have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordingly
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Serves as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology support
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Remains on-call during off-peak hours to respond to support service issues.

Job Description

• Develop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations
• Provide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applications
• Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the operating systems, networking infrastructure and products & services that BBOX supports
• Meet all financial performance objectives for area of responsibility and take corrective action as needed
• Implement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectations
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations.
• Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experience
• Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company priorities
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management

Technical Qualifications

• Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
• Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools
• Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on's and Webmail.
• Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic's.
• Active Directory Password resets and User properties.
• Working knowledge of Microsoft Teams audio/video conferencing systems
• Laptop backup using Carbonite

Education / Experience Requirements

• Bachelor's Degree in Engineering, Management Information Systems, Information Technology, Computer Science or related field, or equivalent, relevant experience
• Minimum of 15 years with end user Laptop/Desktop delivery on a global scale
• End-to-end process thinker, with proven experience in business processes and workflow design
• Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools and related cloud based technology systems