End User Support Manager

We have Openings for Desktop Support Manager professionals at Bangalore location

Total Experience : 12+ yrs

Role : Desktop Support Manager

Salary : Case to case basis

Notice period : upto 60 Days

Mode of job : 5 Days Working from Office

Shifts : Rotational shifts

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

if interested, please do share below details along with your profile to vijitha.k@blackbox.com

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