MKS Instruments Looking for IT Manager, Field Services and Service Desk at Manesar, Haryana, India Full Time

We are looking for an exceptional manager (IT Manager, Field Services and Service Desk) to lead our local Field Service and Service Desk agents at Manesar, Gurgaon. This role will be responsible for managing the daily volume of incidents and request for the Field Service agents who provide desk side and local project support as well as the Service Desk who provide remote support for our global employees and sites. This role will report to the Global Service Desk Manager and the Regional Field Services head.

Key Responsibilities:

• Daily oversight of resources and scheduling to handle volume and SLA requirements.
• Conduct Weekly, monthly, and quarterly reporting and metric reviews.
• Handle escalations from employees, customers, VIP/Exec, and local staff.
• Coordinate projects related to the local region.
• Manage local asset inventory, ensure compliance with MKS standards.
• Manage knowledge documentation related to the role.
• Perform agent reviews and coaching.
• Work as a technical resource to assist with remote and hands on troubleshooting.
• Travel as needed to support all sites in the assigned geographic area.
• Perform other related duties that may be assigned or associated with the responsibility of the position.
• Work shift/hours may vary depending on current demand.

Qualifications:

• 5+ years of management experience in a support services structure
• Support/Management experience with Windows 10/11, Office 365, Active Directory and ServiceNow.
• Support/Management experience with Laptops/Desktops, Tablets, Mobile Phones, and Printers.
• Working knowledge of client, server, network, and cloud architectures
• Familiar with ITIL best practices.
• Experience working in a global organization.
• Experience with large scale implementations and integrations of corporate IT systems.
• Must have an excellent customer service mindset.
• Strong analytical and problem-solving skills.
• Excellent communication, documentation, and reporting skills is a must.
• Ability to work collaboratively in a team and manage multiple projects.