Operations Manager | Windows Support | Service Desk

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.