Manager, End User Support
Posted Updated
Description
Manages and develops a team responsible for providing end user technical support in a desktop computing environment.
Role Summary
We're looking for a people-first leader who knows how to turn potential into performance. The ideal Manager of End User Support brings at least three years of leadership experience, strong coaching and performance management skills, and a demonstrated ability to deliver results. This leader will play a critical role in developing entry-level technical talent, building high-performing teams, and creating an environment where people can learn, grow, and succeed while delivering an exceptional support experience. Ideally, we are looking for candidates with experience leading teams across Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions
Responsibilities
- 1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
- 2. Manages a team that addresses end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
- 3. Manages the teams resolution of technical troubleshooting issues to ensure end user productivity.
- 4. Leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team.
- 5. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff when necessary.
- 6. Maintains an accurate data inventory regarding advanced end-user issues within the tracking system and according to policies and standards.
- 7. Manages and resolves issues elevated from team. Determines severity of unresolved issues and escalates issues accordingly.
- 8. Learns and complies with Information Technology and Information Security policies and procedures.
- 9. Participates in special projects and performs other duties as assigned.
Qualifications and Skills
- Minimum 5 years of experience in end-user support or IT service management, with at least 3 years in a leadership or supervisory role.
- Bachelor s degree in Computer Science, Information Technology, or a related field; a Graduate degree is preferred.
- Windows and MacOS support experience.
- Virtual desktop environment experience.
- VPN, connectivity, and endpoint troubleshooting.
- ServiceNow experience (preferred).
- Genesys experience (preferred).
Location
This role is based in Hyderabad, Telangana.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.