Assistant Director - On-site Technology Support - IT/Consulting

Currently we are looking for Assistant Director On-site Technology Support Team Lead. Please revert with your updated profile if you are interested for this position along with your ctc details.

Position: Assistant Director On-site Technology Support Team Lead

Experience: 11-15 Years

Work Location- Bangalore

The opportunity :

As part of Enterprise Technology, the On-site Technology Support's mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service.

The On-site Technology Support Team Lead provides this support to customers within a large geography of a large office or multiple country/ multiple sites by managing a large team performing the highest level of multiple technology support activities. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support for the assigned customer base in the defined geography, ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates solutions and provides support with appropriate consultation.

Your key responsibilities:

- Leverage multiple resources and co-ordinate team initiatives in order to meet customer needs consistent with Technology support processes and expectations. Facilitate the implementation and support of defined solutions.

- Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues.

- Develop complex action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.

- Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.

- Build and maintain productive relationships with Senior Management and Stakeholders within the geography supported.

- Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.

- Work independently and or lead projects as assigned to successful completion.

- Maintain and manage vendor relationships including oversight of adherence to SLA targets and assist as required to develop, negotiate and maintain local vendor contracts.

- Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.

- Maintain an understanding of the Firm's business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.

- Maintain a thorough understanding of company Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.

- Have a thorough understanding of technology needs of key engagements, accounts and offices located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate Technology personnel to ensure business imperatives are anticipated and addressed and responded to as appropriate.

- Understand and apply Talent policies for the geography supported in a consistent and fair manner.

- Participate with and provide technical consultation to senior Technology management as requested.

- Provide out of hours service as needed and have ability to travel within supported geography as required.

Skills and attributes for success :

- Advanced analytical skills are required to address major end-user incidents impacting the geography supported.

- Work independently with limited oversight from a supervisor

- Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.

- Advanced technical ability to resolve customer issues

- Co-ordinate the daily activities of a large team across potential different locations including virtual interaction.

- Demonstrated ability to manage all aspects of team management including hiring, development and counselling.

- Demonstrated experience in the project management of IT product support

- A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

- Exceptional communication, interpersonal, organizational, project and time management skills.

- Exceptional customer service attitude.

- Established vendor relationship management experience

- Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment

- Ability to liaise, establish strong relationships and work effectively with key local office and engagement leadership

- High level proficiency in all aspects of communicating with team members, supervisor and peers.

- At least 6 years of leading large teams in customer software, hardware and technology support