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▷ 3 Days Left : IT Support Manager

▷ 3 Days Left : IT Support Manager

HGSIndia
18 hours ago
Job description

CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL

Skills

  • Primary escalation point for customer concerns and issues, resolving them promptly to maintain customer satisfaction and trust.
  • Conducting monthly / quarterly service review meetings with customers, providing insights into service performance, discussing improvement opportunities, and fostering transparent communication; preparing monthly / quarterly managed services reports, highlighting key achievements.
  • Required functional experience of handling Installation, Implementation Maintenance and troubleshooting, server administration, Vendor Management backup and disaster recovery POS software. Operations, ensuring uninterrupted operations.
  • Collaborate with IT teams to support business operations and projects.
  • Maintain documentation and update system records.
  • Respond to client requests based on contractual conditions
  • Follow established ITIL processes for managing incidents, tasks and requests for changes
  • Ensure the development and update of procedures and operational documentation
  • Implement solutions, modifications, installations and maintenance tasks when required
  • Perform any other tasks as requested by the management team
  • New development and implementation of business continuity plans and disaster recovery protocols for the organization, which included conducting IT audits.
  • Maintaining relationships with technology vendors and service providers (includes negotiating contracts reviewing performance, making recommendations for vendor selection or changes etc.
  • Managing the IT budget allocating resources for projects an operational need.
  • Balancing the allocation of funds to support current operations, ongoing maintenance and strategic initiatives.
  • Evaluating costs and seeking opportunities to optimize spending (ongoing task!)
  • Setting and monitoring Service Level Agreements (SLAs) for IT support to ensure timely response and issue resolution and maintain high service availability.
  • Oversaw the IT Asset Management (ITAM) and Computer Replacement program to ensure appropriatereplacement cycles Establishes a project plan that includes a schedule, budget, and communications plan withtasks and resources.
  • Meeting and improving established service delivery SLA’s

JOB - ROLE & RESPONSIBILITIES

Role, Duties and Responsibilities

Mac Device Management :

  • Administer and support Mac devices within the Intune framework, ensuring compatibility and efficient management.
  • Configure and deploy software packages, updates, and security policies specific to Mac environments.
  • Monitor and manage device compliance, encryption, and endpoint protection for Mac devices.
  • Technical Support and Troubleshooting :
  • Provide L2 support for complex technical issues related to Intune and Mac devices, ensuring timely resolution.
  • Collaborate with cross-functional teams to diagnose and resolve system issues.
  • Stay up to date with the latest Intune and MacOS updates, ensuring systems are patched and secure.
  • Documentation and Training :
  • Maintain comprehensive documentation for all processes, scripts, and configurations.
  • Provide training and guidance to L1 and L2 support teams on Intune and Mac device management.
  • Contribute to the development of best practices and standard operating procedures.
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    Manager • India