EXO Edge Advantage India Pvt. Ltd. Looking for Head of IT Services at Mohali, Punjab Full Time

EXO Edge is looking for an IT Services Director to help set up and lead its global Service Desk Support Service.

In this position you will manage and direct the IT services and operations, ensuring the department provides world-class technical support.

In your journey at EXO Edge, you will be:
Primarily focused on:
The initial setup, project implementation, and day-to-day leadership of a 100+ member team providing 24×7 Level 1 and Level 2 technical support to a large global corporation in the real estate industry (EXO Edge client)

Fulfilling the below roles and responsibilities:
Establish and manage the L1 / L2 service delivery team

Build documentation and establish defined processes and workflows for the delivery team

Lead the engagement and communication with the clients’ US head office and international business units

Effective day to day team management ensuring KPI and SLA targets are delivered

Ensure proper documentation (client and internal signoffs, emails, reports) as per the approved methodology

Evaluate and provide recommendations for service improvement and ensure all actions are followed through to completion on time

Manage Opex and report on expenditure along with building long-term relationships with vendors ensuring consistent supply and maintenance of robust IT infrastructure

Bringing in the below experience:
Proven experience as a senior IT leader servicing a large global organization – real state/property industry experience a distinct advantage

Current experience building relations and engaging daily at the highest director level with US-based corporate clients

Experience transitioning and implementing enterprise-level service desk teams supporting multiple regions with more than 10,000+ users

Current experience resolving more than 20,000 tickets monthly

Experience in analysis, implementation, and evaluation of IT systems

Experience in hiring & leading global L1/L2 technical support teams with at least 100+ team members

Experience working in an ISO: 27001 environment

Technically sound in:
ServiceNow platform

ITIL V3/v4 Certified (minimum foundation level) – must have.

PMP/PRINCE2 Practitioner certified (a plus)

Based at:
This senior leadership position reports to the CEO and is based at EXO Edge’s Mohali office