Manager_End User Services

The company is seeking an experienced End User Services Manager to lead a team of IT professionals. this role requires a strong technical background, leadership and team management skills, and experience with ITIL best practices and industry standards. The successful candidate will be able to lead and manage a team, drive process improvements, and deliver high-quality support and services to end-users.

Who you are

Basic/ Minimum Qualifications

• Minimum 10 years of experience in end-user support and services management
• BE/B.Tech/ in Computer Science, Information Technology, or related field
• 3+ years experience in L2 Desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, outstanding customer support& collaboration.
• Highly proficient in Windows hardware and software support, in Depth knowledge & hands on troubleshooting experience on O365 Suits Application like Outlook, Teams etc., Good knowledge of mobile devices (iPhones, iPads), including working with MDM solutions such as AirWatch, Intune, etc.
• Experience with IT service management tools, such as ServiceNow
• Good troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV/VC system support, desktop network troubleshooting.
• Positive person with can do attitude, MS Excel Proficient and Proven leadership and team management skills
• Experience with ITIL best practices and industry standards.
• Experience in Life Sciences/Healthcare industry preferred

Preferred Qualifications

• Lead and manage a team of End User Services Engineers and specialists.
• Ensure to deliver high-quality support and services to end-users around all EUS Operational Topics. Manage incident and service request management processes with Defined KPIs.
• Ensure compliance with ITIL best practices and industry standards. Collaborate with other IT teams to ensure seamless service delivery. Analyze and report on end-user services metrics and performance.
• Develop and implement end-user support strategies and processes improvements. Develop and manage budgets and resource plan
• Communicate ongoing strategy and execution with various Business Management/Functions/Depts.
• Handle needed inquiries, escalations and establish partnerships with key Stakeholders Like All Business Sectors, IT-I Teams , Global Vendors etc.
• Efficient Service Delivery (50%): Ensure high-quality support and services are delivered to end-users.
• Team Management (25%): Lead and manage a team of End User Services Engineers and specialists.
• Process Improvement (10%): Develop and implement end-user support strategies and process improvements.
• Reporting and Analytics (10%): Analyze and report on end-user services metrics and performance.
• Budgeting and Resource Planning (5%): Manage budgets and resource