Skyleaf Consultants LLP Looking for End User Support Manager at Nagpur, Maharashtra, India Full Time

Role- Head/Lead Technology Support

Experience-10-15 Years

Location- Nagpur

Industry- Information Technology

About the Organization- It is a leading Indian MNC company.

*ITIL Certification Must*

Roles & Responsibilities :

• Responsible for end-user support by providing IT services, IT devices, and any other requirements of end-users of IT under the scope of control (given location).
• Responsible for end-user perception management by assuring a positive increase in CaP (Customer Approval) score and CSI (Customer Satisfaction Index) score year on year.
• Responsible for managing the location heads and third-party resources achieving continuous improvement on:

-Productivity of the resources

-SLA Adherence

• Reduction of incidences, cost, and resource count/user
• Responsible for 100% accuracy of physical asset count vs SAP asset register under the area of control, i.e., location/s.
• Responsible for implementing process simplification, and process digitalization to achieve higher productivity, reduce the cost of operations, and improve the quality of services for greater user satisfaction.
• Responsible for ensuring 100% compliance regarding processes, licenses, and cybersecurity.
• Responsible for Planning, Budgeting, and Managing Budgets for the area under control.
• Serve as the Band Ambassador of IT.

• Result in Orientation through Operational Excellence and Customer Focus.
• Interest in technologies and applications.
• Acumen for understanding the customer, ear for listening & interpreting the needs, and connecting the needs to relevant technology.
• IT project management/account management.
• An executioner with respect for timelines vs customer urgencies.
• Ability to deal with Ambiguity.
• Knowledge of the overall IT landscape – Infrastructure, Applications, Networking, and security with a Special focus on Customer engagement & Project Management.

Primary Skills (Functional):

• Good understanding of ITIL Framework.
• Hands-on Technical Exposure to Microsoft Technologies (OS, Office suite, O365 Suite, etc.).
• Basic knowledge about Central Infra, Data Center, Network, and Security technology.
• Team Management skills.

Qualifications :

• B.E. / B. Tech (Computer or IT) and ITIL certification B.E. / B. Tech (Computer or IT) and ITIL certification.
• Minimum 5 years of Industry experience preferably in End User Management or IT operations.
• Knowledge of the overall IT landscape – Infrastructure, Applications, Networking, and security with a Special focus on Customer engagement & Project Management
• Microsoft platform-related Certification.
• Good understanding of ITIL Framework.
• Basic knowledge about Central Infra, Data Center, Network, and Security technologies.
• Good communication and personality, Consulting Skills.