Manager, IT Support

GENERAL SUMMARY

We are looking for a skilled and motivated IT Support Manager based in India to manage and oversee our IT support operations. This role involves managing a team of support technicians in India, ensuring timely and effective resolution of technical issues, and collaborating closely with our US-based IT team. The ideal candidate will have strong leadership capabilities, a customer-first mindset, and a solid technical foundation.

ORGANIZATIONAL RELATIONSHIP

Under the general supervision of the Senior Manager, IT Support, the IT Support Manager works closely with the IT Operations team to prioritize and resolve end-user, server, and network problems. The IT Support Manager, along with their team, serves as the initial contact for all associates with inquiries or issues regarding their hardware or software usage.

DUTIES & RESPONSIBILITIES

• Acknowledge receipt of end-user issues forwarded for IT Support and follow up with users to ensure both customer satisfaction and adherence to Service Level Agreements (SLAs).
• Manage and support laptops, desktops, Apple iOS and Android mobile devices, WiFi/LAN connections, printers, phones, and faxes.
• Address user inquiries concerning computer software or hardware operation to resolve problems.
• Resolve technical issues by directly engaging with end users either at their workstation or remotely, utilizing remote access to observe their actions and take control of their computer to address the issue.
• Conduct intricate troubleshooting of IT environments including operating systems, networks, applications, and hardware.
• Document all trouble tickets accurately and record remedial actions taken.
• Manage the handoff of ticket queues to and from the US team.
• Propose measures to mitigate repetitive problems from reoccurring.
• Update training materials and procedures, and train users in the proper utilization of hardware or software.
• Load and verify the correct operation of software and OS packages (imaging).
• Perform computer system asset tracking and inventory management.
• Manage the IT support team in India, ensuring high-quality service delivery.
• Serve as an escalation point for complex technical issues.
• Coordinate with the US-based IT team, including participating in at least two hours of meetings per week during US business hours.
• Maintain and update IT documentation, Standard Operating Procedures (SOPs), and knowledge base articles.
• Manage IT assets, user onboarding/offboarding, and software/hardware provisioning.
• Collaborate with the US IT team on projects, upgrades, and system rollouts.
• Ensure compliance with IT policies, security standards, and best practices.

QUALIFICATIONS

Experience supporting:

• Windows 10/11, macOS, iOS, Android.
• Microsoft 365, Entra ID, Active Directory, and common enterprise applications
• Networking concepts, hardware troubleshooting, remote support tools
• New computer builds, imaging software
• Servers (Windows 2012/2016/2019/2022) preferred
• ITSM/ticketing tools (Jira) preferred
• Microsoft Dynamics 365 preferred
• 5+ years of experience in IT support, with at least 2 years in a managerial or supervisory role.

WORKING CONDITIONS

This is a full-time position with standard working hours from Monday to Friday between 8:30 AM and 5:30 PM local time. This role operates under a hybrid working model, based out of the Preferred Travel Group Gurugram office. Associates are generally expected to work from the office 4-5 days per week. Availability for at least 2 hours per week during US business hours is required for team meetings and cooperation. Occasional support outside normal hours may be necessary.

The office space is designed to be both aesthetically pleasing and functional, equipped with all necessary technology tools. The IT Support Manager primarily remains seated but will also need to visit user desks to provide assistance in person. Additionally, the IT Support Manager will move equipment, such as printers and computers, within the office (must be able to lift 50 lbs). Due to the widespread locations of remote offices across different time zones globally, the IT Support Manager and other IT Department members will share the responsibility of providing 24x7 support when required.

DISCLAIMER:

The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.