Job Description

PURPOSE OF THE ROLE
The End User Services manager plays an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for user engagement, serving as a communication channel between users and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

In addition to these essential tasks, the end user services team is responsible for identifying and pursuing service improvement initiatives, and managing complaints, suggestions, and compliments. A strong, healthy end-user services team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics, and aware of the importance of utilizing regular performance metrics.

MAIN TASKS AND RESPONSIBILITIES:
Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine the root cause of issues and communicate appropriately to internal and external customers. (25%)
Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)
Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make the Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queues (participating in escalated calls as needed). (20%)
Oversee the solutions repository and ensure top-quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)
Manage processes for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools, and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
Maintain and improve end-user environment including desktop, laptop, and mobile systems.
Oversee Office365 account for 700 user system
Deliver frontline technical support in a 24x5 environment
Promote continuous improvement of Tier 1, 2, and 3 support across desktop and SaaS applications
Operate the monitoring system including additions and removals
Monitor alerts and ticket volume, metrics, and causes and operational metrics, accomplishments, and priorities for weekly leadership meeting(s), including setting KPIs and creating Pareto charts.
Collect feedback to determine patterns and issues to be resolved using training, proactive communication, as well as technical support documentation/knowledge bases.
Supervise a team of helpdesk analysts and on-site IT administrators
Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
Conduct regular check-ins with all direct reports to monitor performance, track progress on completing work duties and responsibilities, and discuss successes and challenges.

WORKING RELATIONSHIPS (INTERNAL/EXTERNAL)
Academia and support groups Internal Customer, working with the faculty, deans, students, HR, Administration, operations control, and marketing teams to develop ideas concepts, and solutions
IT Partners Work closely with all the partners and OEMs to ensure they deliver outcomes in line with the IT organization strategy and commitments to stakeholders
IT Project Managers Working very closely with project managers and team leads effectively working across multiple projects and delivering as per deadlines

MANDATORY SKILLS:
Minimum of 8 years of technical experience in IT with a strong background in customer service
Minimum of 3 years of current management experience that demonstrates proficiency in leadership techniques and management of resources in a 24x7 operational environment.
Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365/Office365
Hands-on experience with university/campus audio and video systems
Hands-on experience with university/campus digital display and printing solutions
Hands-on experience with university/campus security surveillance solutions
Experience with computer security systems, basic networking, password management, and file protection protocols
Strong communication and interpersonal skills with the ability to effectively listen and communicate information clearly and concisely.
Ability to communicate over the phone and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
Proven ability to lead teams toward organizational goals with successful outcomes
Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
Solid technical background with an ability to give instructions to a non-technical audience
Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.
Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities

TECHNICAL SKILLS
The successful candidate be familiar with a number of these platforms and their use in managing large, distributed groups of machines and users.
Microsoft365/Office365
Desktop platforms: Windows, macOS, and LINUX
Mobile platforms: Apple, Android
Monitor platforms such as Nagios or Zabbix
Asset Management.
Data Network Connectivity \xe2\x80\x93 Internet, MPLS, WAN & LAN Concepts
Technology knowledge \xe2\x80\x93 Windows 10/11, AD DNS, AV, Proxy, MDM & VPN.

PERSONAL ATTRIBUTES
A Self-starter \xe2\x80\x93 high energy levels
Proactive approach to addressing challenges
Strong professionally \xe2\x80\x93 credible with integrity
Good Listener \xe2\x80\x93 will challenge constructively and respond well to feedback
Customer success focused
Committed to providing a high standard of work and continuous improvement
Committed to continued learning and supporting the learning of others
Willing to accept additional responsibility and opportunities
Has a flexible approach to their role and to change
Able to multitask, prioritize and perform well under pressure

QUALIFICATIONS AND EDUCATION
Degree in Business IT or Computer Science related discipline or equivalent combination of education, training, and experience
ITIL Foundations Course and/or Certification
Higher Education experience is a plus
Greater than 5 years\xe2\x80\x99 professional or technical experience in IT with a strong background in all aspects of customer service
Greater than 2 years\xe2\x80\x99 current management experience that demonstrates proficiency in leadership techniques and management of resources.
Configuring and maintaining a help desk ticketing software




Role: IT Infrastructure Services - Other

Salary: Not Disclosed by Recruiter

Industry: Education / Training

Department: IT & Information Security

Role Category: IT Infrastructure Services

Employment Type: Full Time, Permanent

Key Skills
it support
technical support service management Skills highlighted with \xe2\x80\x98\xe2\x80\x98 are preferred keyskills

Education

UG: BCA in Computers,B.Tech/B.E. in Computers