Senior Manager Asset Management & Desktop Support

Job Description

About Us: Celebrating two decades of industry leadership since our inception in 2000, [24]7.ai has redefined customer experience excellence in the BPO sector. Our integration of AI, human insight, and deep expertise crafts tailored customer interactions that stand out and enable our employees to cater to our clients sophisticated customer experiences. We provide great scope for career growth. As a globally renowned brand present across 15 strategic locations, including the US, Philippines, Guatemala, Colombia, and India, we provide exposure to diverse cultures and high-performing teams. Guided by our core values of Respect, Teamwork, Ownership, Results, and Transparency, we cultivate an environment that is diverse, collaborative, and accountable. So, you get to work for a Great Place to Work – in all aspects, including the Top 50 Workplaces for Women and Top 50 Workplaces in the BPO sector by the GPTW. We are also certified by PCI DSS, SOC 1, SOC 2+, and ISO 27001. Job Summary: Senior Manager will serve as a senior leader within the Information Technology (IT) team at [24]7.ai, with primary responsibility for asset management, data center management, and endpoint management across the organization. This individual will be accountable for overseeing the lifecycle of IT assets, including both hardware and software, ensuring compliance with vendor contracts, optimizing technology spend, and improving system performance. Additionally, the Senior Manager will lead the management of the company’s data center operations, ensuring high availability, security, and efficiency of critical infrastructure, including servers, storage, and networks. They will also oversee desktop and endpoint management, ensuring that all devices across the organization are effectively managed, secured, and supported throughout their lifecycle. In this role, the Senior Manager will collaborate closely with business leadership teams to provide strategic insights and in-depth technical expertise, ensuring that IT operations are aligned with the company's broader goals. This position will also drive cost optimization efforts, implement best practices for infrastructure management, and ensure the smooth delivery of IT services across the organization. Job Responsibilities: Asset Lifecycle Management : Oversee the lifecycle of all IT assets, including acquisition, deployment, tracking, maintenance, decommissioning, and disposal. Develop and enforce standardized procedures for tracking company assets and conducting regular audits to ensure data accuracy. Ensure compliance with software licenses and hardware warranties and ensure assets are in line with vendor contracts. IT Budget Management : Develop, manage, and track the IT department's annual budget, ensuring alignment with organizational goals. Monitor both Capital Expenditures (Capex) and Operational Expenditures (Opex) related to IT assets, infrastructure, and technology. Create detailed financial reports and conduct financial forecasting to support budget planning and decision-making. Procurement and Cost Optimization: Assist in the development of procurement strategies to optimize technology spend and negotiate favorable contracts with vendors. Identify opportunities to reduce costs through effective asset management, including the implementation of asset disposition strategies such as recycling, auctions, or reselling obsolete equipment. Evaluate and recommend improvements in asset procurement, maintenance, and disposal processes. Vendor and Contract Management: Manage relationships with key IT vendors and service providers, ensuring compliance with contractual obligations and performance metrics. Conduct regular vendor evaluations and ensure that maintenance agreements, warranties, and support contracts are reviewed and renewed as necessary. Data Center Operations: The Senior Manager will be responsible for overseeing the day-to-day operations of the company’s data centers, ensuring that they support the business’s IT infrastructure needs efficiently and effectively. Lead and oversee the strategic planning and execution of data center infrastructure, ensuring alignment with business objectives. Develop and implement plans for future data center expansion, upgrades, and capacity management. Ensure that all data center activities comply with industry standards, legal, and security requirements. Endpoint Management: The Senior Manager will be responsible for overseeing the management, security, and lifecycle of all endpoint devices, ensuring their optimal performance and alignment with company policies. Develop and implement an endpoint management strategy that aligns with organizational goals and supports business operations. Oversee the lifecycle of all endpoint devices (e.g., laptops, desktops, mobile devices), ensuring effective deployment, management, and security. Lead efforts to maintain endpoint security, ensuring compliance with internal and external regulations (e.g., PCI, SOC2, ISO27001, etc.). Oversee the installation and management of endpoint protection software (antivirus, firewalls, encryption, etc.). Implement processes for responding to endpoint-related security incidents, ensuring quick remediation. Minimum requirements (Education Qualification & Work Experience): Education Qualification: Bachelor’s in any specialization Experience: Minimum of 15+ years of experience. Key Competencies & Soft Skills: Advanced proficiency with IT asset management, endpoint management, and financial modeling tools. Strong vendor management and contract negotiation skills. Excellent organizational and communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders. Strategic thinker with strong problem-solving and analytical abilities. Develop, manage, and track the IT department's annual budget Monitor asset performance and recommend corrective measures Develop strategies to increase ROI and minimize risk and loss Research relevant markets and identify trends and patterns Proficiency in Microsoft Office and industry-related software Strong financial background with experience in financial modeling Define purchasing recommendations that support business goals, in collaboration with senior management and partners. Assess warranties, maintenance agreements, and vendor contracts to assist with asset upkeep, upgrades, repair, and replacement. Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support. Datacenter infrastructure management Oversee and document policies/procedures to meet required Service Level Agreements Technical understanding of the responsible area i.e. servers, storage, networks, endpoints and cloud systems Why [24]7.ai? Join a rapidly growing team where innovation meets opportunity! At [24]7.ai, you will get to work in a dynamic, diverse and inclusive environment, contribute meaningfully, and grow alongside industry leaders. We offer competitive salaries, inspirational organizational culture, continuous learning, and a chance to make a real impact both internally and externally for the communities around us through our commitment to CSR and environment.