Desktop Support Manager

Job description: Minimum 5 Years of Experience in IT Operations and Leadership Role Total of 10+ IT experience Good understanding of support processes and ability to manage and develop a team Experience in managing a team of Field Support engineers, IT Support engineers Experience on Vendor service management Excellent communication and co-operation skills Proactive and independent ways of working Fluent oral and written English ITIL knowledge, certificate is considered an advantage Good interpersonal skills and customer-oriented mindset Should be able to understand the IT Infrastructure, IT Change Management, Understanding of Network and Servers Should be able to work on Microsoft Office toolsRoles & Responsibilities: Provide IT operational expertise leveraging 1) global industry standards (e.g.: ITIL) and 2) ensuring Customer s standards are followed Monitors service delivery performance and compliance with high focus on Employee Experience Has a deep understanding of:o The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processeso The Services: Who deliver What, Key Contactso The Employees: Type, Needs and Challenges Able to execute changes/IMACs along with the larger IT teamApplies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues Travel to sites in the cluster Work with the field services tech, field services site lead and off shore/onshore various technology teams to achieve end user wow experience