Desktop Support Mana....
Desktop Support Manager
Posted on :
17-02-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
17-02-2024
Job Description
Req ID : 2542175
Desktop Support Manager
Location Bangalore
Experience 1015 Years
Salary : Upto 12Lpa
Role Responsblities
Asset Management & Dashboards
o Maintain and provide asset management reports on all deployed systems and software
o Help defining and maintaining hardware and software standards
o Manage coordination of equipment repairs for hardware ensure patches are deployed
comply with licensing agreements for devices including network
o Create monthly dashboards based on defined SLAs and create action plans for driving
better service solutions
Hardware Software Performance & Help Desk
o Ensure Level 1 and Level 2 support is within SLAs agreed
o Ensure Support Team takes ownership of internal customers problems strive for first
call resolution and lead / drive proactively when dealing with issues
o Work with existing reporting and analytics tools to monitor Help Desk performance
identify and address areas of potential performance issues and monitor key performance
indicators
o Ensure the Help Desks maintains a high level of responsiveness communication
professionalism and overall staff knowledge
o Provide 24/7 365 response Tuning and performance Proactive issues to maintain
infrastructure Troubleshooting/repair Address issues that come up with user requests
installs configurations
SLA Management
o Execute defined standards for process and policy documentation change control
software testing and qualification to meet the expectations of the business
o Collaboration with other teams to ensure Service Levels (SLAs) are in place and Key
Performance measures KPIs are defined and agreed for Help Desk and Desktop
Services
o Act as a point of escalation for unresolved or escalated needs
Team Strength Capability & Team Management
o Establish and manage staffing levels using internal and external resources ensuring
adequate daily and oncall support 365 days a year
o Lead mentor and supervise a team of desktop support technicians.
o Set team goals and objectives monitor performance and provide regular feedback.
o Conduct training sessions to enhance the teams technical skills.
Security Risk Management & Compliance
o Implement and enforce security policies and measures for desktop systems.
o Ensure desktop systems availability performance and reliability including computers
monitors peripherals and accessories.
o Oversee hardware procurement maintenance and replacement as necessary.
Desktop / Laptop and Server uptime support
o Manage software installations updates and licensing compliance.
o Provide escalated support for complex desktoprelated issues.
o Develop and maintain best practices for efficient issue resolution.
o Foster a customercentric approach within the team to ensure excellent enduser
satisfaction.
Documentation and Reporting
o Maintain accurate records of hardware and software inventory.
o Generate regular reports on desktop performance issues and improvements.
o Document standard operating procedures and guidelines for the team.
Vendor Management:
o Work with hardware and software vendors to procure and maintain desktoprelated
products and services.
o Negotiate contracts and pricing agreements to optimize costeffectiveness.
Competencies
o Proven experience in managing desktop support or IT support function with at least 3
years of Team management experience.
o Strong technical knowledge of desktop hardware operating systems and software LAN Wifi Connectivity Networking
o Familiarity with ITIL or other IT service management frameworks is a plus.
o Excellent problemsolving skills.
o Knowledge of Cyber security best practices and compliance standards.
o Advanced Knowledge of Windows Linux MAC Desktop OS and office applications
o Advanced Knowledge of networking Mail Client & Antivirus
o Knowledge of QMS/ISMS process
o Knowledge of applications such as Kaspersky CrashPlan Casper LANDesk SCCM
Bitlocker FileVault VMWare Adobe & Autodesk products SVN and Microsoft Office
management,documentation,asset management,dashboards,security,software
Employment Type
Full Time
Key Skills
- Mac Os
- Active Directory
- Desktop Support
- Computer Networking
- Mobile Devices
- Windows
- Remote Access Software
- SCCM
- Help Desk
- Operating Systems
- Remedy
- Troubleshooting
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