End user support manager

Role & responsibilities

End User Device Management

• Oversee provisioning, configuration, and lifecycle management of desktops, laptops, mobile devices, and peripherals.
• Implement and maintain MDM solutions (e.g., Intune) for secure device access.
• Ensure compliance with company policies on software installation, antivirus, and patching.
• Deep understanding of O365,MS teams and licensing

2. Branch Network Operations

• Coordinate with ISPs and vendors for uptime SLAs and issue resolution.
• Monitor network performance and implement optimization strategies.

3. Team Leadership

• Lead a geographically distributed team of End User Support Engineers
• Conduct regular performance reviews, training, and succession planning.
• Foster a culture of proactive support and continuous improvement.

4. IT Service Management

• Track and improve KPIs such as First Call Resolution (FCR), Mean Time to Resolve (MTTR), and SLA adherence.

5. Security & Compliance

• Enforce endpoint security policies including DLP, antivirus, and encryption.
• Support audits and ensure compliance with IRDAI and internal IT governance

6. Project & Vendor Coordination

• Lead infrastructure upgrades, device refresh cycles, and branch expansions.
• Manage vendor relationships for hardware procurement and AMC contracts.

Preferred candidate profile

• 10+ years in IT support, with at least 3 years in a managerial role.
• Experience in insurance or BFSI domain preferred.
• Windows , M365, Active Directory, Intune, VPN, TCP/IP,
• Familiarity with cloud services and virtualization.
• Strong leadership, communication, and problem-solving abilities.
• Customer service orientation and stakeholder management.