Senior Manager - Global Desktop Support/IT Support - BPO/ITeS/KPO

Title : Senior Manager - Global Desktop Support

Location : Mumbai ( Thane - West)

Role :

The Senior Manager - Global Desktop Support / IT Infra. Support, will be an effective and motivated change management Manager who has experience with building and/or managing teams, working with ticketing systems, and have a thorough understanding of Cisco, Active, Directory, Cloud Services (Amazon and Azure), Windows/Mac and Desktop Support standards.

Roles & Responsibilities :

- Lead planning and/or implementation of projects. May participate in the design and/or testing phases.

- Facilitate the definition of project missions, goals, tasks, and resource requirements; resolve or assist in the resolution of conflicts within and between projects or functional areas; develop methods to monitor project or area progress; and provide corrective supervision if necessary.

- Responsibility for assembling the project staff; for their technical or functional development, performance, and/or termination during the project or projects.

- Manage project budget and resource allocation.

- Follow a defined, agreed upon project management Lead the development and implementation of a broad, coordinated set of plans and programs to meet the goals and priorities of the department.

- Continuously improve project management toolkits and methodologies used.

- Provide expertise and consulting to project managers in the process of project management and in the softer skills of team dynamics, team building and group motivation.

- Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management. Resources, organize, and facilitate a team of support managers and technicians in a Global Environment with offices in Mumbai and Malaysia).

- Be proactive in delivering world-class technology support to our Clients.

- Spearhead and drive all leadership of Level I (Help Desk) and Level II (Desktop Support) services with a sense of urgency.

- Actively participate in setting team/department objectives & ensure that they are met and communicated across the IT Organization

- Effectively communicate and report operational progress to peer IT Directors and CTO on a regular basis including clear overview of objectives, needs for improvement and action plans

- Assist IT executive management in the development and implementation of IT strategic plans, initiatives, direction, and annual budgets

- Act as an escalation point for high severity customer and IT internal issues that arise from within the team, directly from customers, or from other line of business functions

- Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to Sterling customers in resolving technical issues

- Evaluate and develop staff, recruit and hire a diverse and effective workforce. Maintain individual and team growth ensuring performance

- Be a coach, mentor, leader and motivator for the tea

- Ensure that customer satisfaction is the priority at all times

- Effectively manage a process to track IT inventory assets (new equip, assignments, returns, disposals). Ensure proper documentation is maintained and current regarding installation and operational use of technology

Education / Qualification / Work Experience :

- BE / B.Tech / MCA / PG with 13 to 17 Yrs of experience in Managing Support Teams, including Global Teams.

- Experience with Active Directory, Cisco, Help Desk Ticketing Systems., Cloud systems and strong understand of infrastructure architectures.

- Experience communicating and interacting with C-Level and other leadership colleagues in an Enterprise environment

- Ability to be strategic and take action on implementation of new strategies.

- Currently be employed in a Strategic Senior Manager or Director role, previous experience as a solutions architect preferable.

- Experience building and implementing new ticketing system for a global organization is required.

- Must be capable of dealing confidently and professionally at the executive level internally and with customers

- Proven ability to manage complex processes and drive continuous process improvement

- Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required

- Ability to respond to high-profile, high-impact customer/product escalations in a way that drives positive customer perception

- Prior Process Improvement and Policy Writing experience.

- Strong leadership and team building skills. Strong project management skills. Significant knowledge of product lines, technical knowledge. Comprehensive customer service skills

- Thorough familiarity of corporate security practices, laws and compliance

- Requires broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and delivery quality

- Outstanding written and verbal communication skills