ESP Global Looking for Senior Regional Desktop Support Lead EMEA – India at Pune, Maharashtra Full Time

“Desktop Support Lead”, “Sr. Desktop Support Engineer” ,”Desktop Support”

Senior Regional Desktop Support Lead (EMEA Region) – Kharadi, Pune

Role Purpose: –

Responsible for the scheduling and coordination of onsite/campus ESP and partner Desktop Engineers. Works with a group of team members motivates, gives instructions and monitor performance to achieve goals. Provide support and assistance to The FSM and Service Delivery Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Key Accountabilities

Be the primary contact for all the Regional Desktop Support Lead

Report to Regional Operational Manager

Build strong relationships and rapport with several internal teams (SDMs and Suppliers Team)

Be an active key member that promotes collaboration with the teams (listen and motivate)

Implementing company strategies and objectives.

Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.

Undertake the scheduling management of the onsite/campus remote teams utilising systems to include Excel and/or the workforce management tool.

Scheduling Desktop Engineers to ensure sufficient resources are always available, to include all planned and emergency absence.

Working with Local Service Providers (partners) along with key stakeholders to ensure backfill Engineer requirements as per contract agreements

Ensure that contract specific tasks, including projects and those tasks out of scope can be either fully staffed, partially staffed or not fulfilled internally by the ESP/LSP Desktop Engineers.

Manage alongside key stake holders’ escalations and problems that impact on business as usual operations and customer expectations and contracts in place

Act as a point of contact for the onsite Desktop Support Engineers to advise on administrative/procedural/system related queries and in addition help to facilitate the resolution of any matters that requires input from other departments.

Review partner invoices in conjunction with the Service Delivery Managers and expense claims with Regional Operations Manager to ensure accuracy of billed vs. actual costs incurred.

Work closely with the assigned SDM’s and wider delivery team for key accounts in area to include producing reporting to show coverage of specific sites.

Review account specific statistics to identify and drive service improvements and quality

Attend Service Reviews for both Customer and Internal business stakeholders

Applies independent judgment to solve systematic problems

Skills / Experience Required

Excellent verbal and written communication skills (English)

At least 5 years; customer service and administrative experience for role holder to perform fully and effectively in the job

High level of proficiency using IT systems preferably workforce management systems.

Must have Strong problem resolving skills, Critical thinking and should have team handling or leadership experience.

Ability to manage time sensitive matters and resolve issues through to completion.

ITIL Foundation (preferred)

Desire to increase knowledge on the commercial aspects of Service Management

Process driven with the ability to be innovative

Self-motivated with a willingness to learn and adapt to any new change or situation

Analytical and methodical in the approach to problem-solving

Able to quickly digest data, analyse issues, devise and execute action plans as appropriate.