Senior Manager

At PwC, our focus in information technology operations is on managing and maintaining the technology infrastructure and systems to ensure smooth operations and efficient delivery of IT services. This involves monitoring network performance, troubleshooting issues, and implementing security measures. As part of IT support at PwC, your role will be to provide front-line technical assistance and troubleshooting to ensure the smooth functioning of computer systems software and hardware. You will be responsible for offering support to both internal and external clients, addressing and resolving issues in a timely and efficient manner using various mediums. Your guidance will play a crucial role in resolving technical issues and maintaining efficient IT operations at support levels ranging from L2 to L4. As you grow in this role, you will evolve into a strategic advisor who leverages influence, expertise, and network to deliver high-quality results. Your responsibilities will include motivating and coaching others to collaborate on solving complex problems. With increasing autonomy, you are expected to demonstrate sound judgment, knowing when to take action and when to escalate issues. Developing and leading high-performing, diverse, and inclusive teams, while upholding a commitment to excellence, will be key to the success of our Firm. Some of the key skills, knowledge, and experiences required for this position include: - Crafting and delivering clear, impactful, and engaging messages - Applying systems thinking to identify underlying problems and opportunities - Validating outcomes with clients and acting on feedback - Directing teams through complexity with composure - Continuous learning to stay relevant - Initiating coaching conversations at all levels - Making difficult decisions to resolve issues hindering team effectiveness - Modeling and reinforcing professional and technical standards **Job Title:** Senior Manager - End User Computing **Line of Service:** Business Services (IFS) **About The Job:** Introduction to PwC Service Delivery Center: PricewaterhouseCoopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PwC network aimed at leveraging the scale and capabilities of the network. The Delivery Center offers professionals the opportunity to work in a dynamic environment to develop process and quality-based skills. **Job Overview:** The candidate will be responsible for overseeing operations in the End User Computing space, driving continuous improvement in end user services and experience. **Reporting Structure & Key Relationships:** - **Line Manager:** Technology Ops Head, PwC AC India - **Number of Reports:** 10 (+/-) - **Priority Team Relationships:** Collaboration within the local Technology org (ServiceDesk, Infrastructure & Network, Applications, Asset Management), as well as Global teams - **Key Client Relationships:** NA **Job Description:** - **Level of Experience:** Any graduate with 15 years of experience in the IT Services industry, with hands-on experience in customer-facing support roles - **Education/Qualifications:** Any graduate - **Industry Experience:** 15 years in IT Services industry - **Technical Capability:** Hands-on experience in IT support, knowledge of ITIL framework, experience with ITSM tools like ServiceNow, customer-focused mindset - **Key Personal Attributes:** Excellent communication and presentation skills, executive presence, leadership qualities **Activities To Be Performed:** - Hands-on experience in IT support environment with ITIL knowledge - Governance of IT operations in desktop support domain - Strong communication and presentation skills for managing VIP stakeholders - Understanding of reporting dashboards and preparing reports for leadership - People management including recruiting, training, performance management - Escalation management and risk identification - Collaboration with internal teams and vendors for process improvement - Understanding of automation opportunities and process efficiency **Certifications Desired:** ITIL and PMP,