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8.0 - 12.0 years
8 - 12 Lacs
Hyderabad, Telangana, India
On-site
Responsibilities: Strategic & Operational Leadership: Develop, implement, and manage the operational strategy for the Service Desk and Windows Support teams, aligning with overall IT and business objectives. Oversee the day-to-day operations, ensuring seamless 24/7 (if applicable) coverage, optimal resource allocation, and adherence to service level agreements (SLAs) and operational level agreements (OLAs). Drive continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction, leveraging ITIL best practices. Manage operational budgets, resource planning, and technology roadmaps for the Service Desk and Windows support tools. Team Management & Development: Lead, mentor, and develop a team of Service Desk Team Leads, Senior Analysts, and Technicians, fostering a high-performance, customer-focused culture. Conduct regular performance reviews, goal setting, coaching, and career development planning for direct reports and the wider team. Manage staffing, recruitment, onboarding, and training programs to ensure the team possesses the necessary skills and knowledge for a Windows-centric environment. Champion employee engagement and retention initiatives. Service Delivery & Performance Management: Establish, monitor, and report on key performance indicators (KPIs) such as First Call Resolution (FCR), Mean Time To Resolution (MTTR), Customer Satisfaction (CSAT), and service availability. Implement robust incident, problem, and service request management processes within the Service Desk, with a strong focus on Windows-related issues. Ensure all processes are documented, understood, and adhered to by the team. Act as a key escalation point for critical incidents and major outages, driving quick resolution and effective communication. Technical Oversight & Windows Expertise: Provide expert guidance and oversight for technical issues related to Windows operating systems (Windows 10/11, Windows Server basics for user support context), Microsoft 365 suite, Active Directory, endpoint management, and related corporate applications. Ensure the team has the necessary technical tools, knowledge base articles, and training to effectively troubleshoot and resolve Windows-specific issues. Collaborate closely with infrastructure, network, and application teams to address systemic Windows-related problems and improve overall system stability. Stay abreast of new Windows technologies, security patches, and best practices to ensure the support environment remains current and secure. Stakeholder Management & Communication: Build and maintain strong relationships with internal business units, senior leadership, and external vendors. Communicate service performance, outages, major incidents, and improvement plans effectively to all stakeholders. Represent the Service Desk and Windows Support function in cross-functional projects and strategic initiatives. Compliance & Security: Ensure all Service Desk and Windows support operations comply with internal IT policies, security standards, and regulatory requirements. Oversee access management and security protocols related to user accounts and endpoint devices.
Posted 5 days ago
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