Desktop Support Manager (Global)

Job description

Location: M2 building, Manyata Tech Park

Timings: 2PM to 11PM IST

Note - **Immediate Joiners Only***

Summary

Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting

Primary Roles & Responsibilities:


+ Taking ownership of Laptop/Desktop procurement, deployment and management globally

+ Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers

+ Responsible for assuring company end users are provided efficient and timely delivery and support

+ Performs staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional support

+ Owning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations change

+ Conceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globally

+ Represent the desktop team and prepare for end point security audits

+ Should have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordingly

+ Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found

+ Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department

+ Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

+ Serves as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology support

+ Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position

+ Demonstrated management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule

+ Remains on-call during off-peak hours to respond to support service issues.




Job Description


+ Develop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations

+ Provide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applications

+ Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics

+ Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.

Ensure further expansion of skill-set in the operating systems, networking infrastructure and products & services that BBOX supports

+ Meet all financial performance objectives for area of responsibility and take corrective action as needed

+ Implement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectations

+ Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution.

Proactively identify and remove barriers to meeting client expectations.

+ Provide timely documentation of issues, action plan and outcome.

Achieve all client satisfaction objectives and internal and external SLAs

+ Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experience

+ Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company priorities

+ Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance

+ Achieve performance targets established by leadership for applicable Key Performance Indicators.

+ Perform other duties as assigned by management


Technical Qualifications


+ Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.

+ Microsoft Outlook, Word, Excel, Cisco AnyConnect, CrowdStrike, backup tools

+ Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.

+ Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.

+ Active Directory Password resets and User properties.

+ Working knowledge of Microsoft Teams audio/video conferencing systems

+ Laptop backup using Carbonite


Education / Experience Requirements


+ Bachelor’s Degree in Engineering, Management Information Systems, Information Technology, Computer Science or related field, or equivalent, relevant experience

+ Minimum of 15 years with end user Laptop/Desktop delivery on a global scale

+ End-to-end process thinker, with proven experience in business processes and workflow design

+ Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation

+ Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies

+ Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution

+ Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools and related cloud based technology systems

Required Skill Profession

Other General