Institutional Shareholder Services Looking for Mumbai IT Services Team Manager at Mumbai, Maharashtra Full Time

POSITION OVERVIEW

The Mumbai Team Manager is a key contributor to ISS’s global IT Services organization. This position is based in our Mumbai office which supports over 600 people. The successful candidate will manage and provide technical direction to the Mumbai Tech Services and Service Center team members within the Global IT Service Delivery team. The position will also provide global support as required to ISS offices across US, EMEA and APAC. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of an independent thinker, highly engaged communicator, technical expert, and a problem solver.

A successful Team Manager enjoys the challenge of managing the support processes and IT technologies used by our workforce in their day-to-day operations. In addition, the Team Manager should be able to evaluate and provide feedback to management on trending issues or support improvements, leading the Mumbai support team in improving resource efficiency and availability.

The Team Manager must be able to quickly become familiar with processes and practices to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, the Team Manager should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling issues and driving processes forward without having to escalate them to management for handling. Solid technical expertise, strong communication skills, ability to prioritize, project management, willingness to learn, and excellent customer care skills are essential for this role.

KEY RESPONSIBILITIES

Manager for Service Center and Desktop Support team members in the Mumbai office

Excellent communicator with business users, management, and team members regarding status of activities.

Interface with Office, Business, and IT management.

Hold monthly office meetings and provide feedback.

Ensure monthly summary/notes for office meetings are properly disseminated.

Conduct 1-1 meetings with team members to discuss status, assign tasks, and provide feedback or coaching as required.

Manage projects and team activities, delegating as necessary, providing status to IT Services management as requested

Coordinate with other IT Services Managers to ensure effective quality support is provided globally.

Assist in the design and implementation of Service Delivery procedures and processes, following ITIL framework.

Regularly audit and review team ticket performance, providing feedback on metrics and trending issues.

Foster an engaging, proactive, and collaborative service department that is closely partnered, and clearly communicates, with the business and across IT departments.

Provide technical expert assistance to all support groups for ISS systems and environments.

Work with other IT departments as necessary to assist with the planning, design, configuration, implementation, and deployment of applications and management systems.

Work with procurement staff to purchase hardware and software.

Support communications to IT and ISS business groups on notifications involving updates, outages, new enhancements, and ‘how-tos’.

Ensure support meets customer facing SLA’s. Analyze performance metrics to ensure SLA’s are being met or exceeded.

Responsible for inventory management, spares procurement, and deployment.

Responsible for assigning and receiving completion or status of tasks and assignments, communicating status and completion.

Responsible for team coverage and handoffs using any communication method necessary to ensure receipt.

Support the development and implementation of related global support standards, processes, and documentation.

Ensure deployed hardware are compliant with security standards, routinely patched and vulnerabilities are addressed.

Facilitate training to ensure all Mumbai team members are aware of and following appropriate documentation and policies.

Work with other IT departments to ensure deployed hardware and operating systems are compliant with security standards, routinely patched and vulnerabilities are addressed.

Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service.

Assess functional needs to determine specifications for purchases.

Desire to take advantage of training and learning opportunities.

Ability to function effectively in a fast-paced environment.

Apply a “business” focus to all assignments and responsibilities, measurement of results, and associated reporting.

Document IT desktop procedures as directed.

Other duties as assigned.

Desired Experience and Qualification:
3+ years Managing a Technical Support, Help Desk, or other IT team.

5+ years experience in building, installing, configuring, troubleshooting, and supporting PCs and laptops.

3+ years’ experience supporting Windows 10.

5 years’ experience in Microsoft’s Active Directory and Group Policy.

3 years’ experience supporting Office 365 products including Teams.

Experience with Apple MacOS and management systems a plus.

Experience with Cisco telephone systems a plus.

Experience in Powershell scripting a plus.

Experience in ServiceNow, Jira, Remedy or similar service delivery application a plus.

Knowledge of various hardware platforms including Dell, Lenovo, and Apple.

Knowledge of and ability to support iOS and Android phones.

Knowledge of structured Service Desk functions and operation under ITIL framework

Excellent written and verbal communication skills, telephone manner and a friendly disposition.

Able to define & document IT/Product support procedures as required.

Able to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.

Able to remain calm and focused in a highly pressurized and time-oriented environment

Able to coordinate & prioritize effectively & efficiently.

A+, MCSE, or other technology certifications a plus.

Bachelor’s degree or equivalent work experience.

Strong critical thinking, analytic and problem-solving abilities.

Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.

“We offer a hybrid work schedule of 3 days in office and 2 days work from home. Most offices have returned to working in-office”.

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