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Remote Desktop Support Manager

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  • Banking & Finance
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Job Details

The Level 2 Desktop Support Team Manager is responsible for managing the support team. The Level 2 Desktop Support Team Manager need to be professional in all related areas of authority. Part of the role is effective communication with clients, stakeholders, to manage and prioritize incidents in all reporting tools. The Manager is required to focus on high satisfaction ratios from clients. Moreover the role requires the Leader to build initial team and to support growth of the team. Additionally adherence to process and procedures to maintain quality and professionalism. This will be a Line Manager role, so a prior experience of managing a small to medium team is needed for the role. This role will be involved in defining the Training, mentoring , Performance appraisal, Leave mgmt. of the teamYou Offer Bachelors degree or equivalent work experience. Experience of working in large environments is preferred.Proven leadership experience. In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, MS Lync, MS Outlook and Windows 7.Good knowledge of Virtual Desktop environment, McAfee, Lumension and Appsense would be an advantage Networking conceptsUnderstanding of Active Directory and Group Policies is required. Ability to handle sensitive clients and casesExcellent verbal and written communication skills. Managing team built-up and future team growthFluent written / spoken English Quality management and quality assurance within the team and between stakeholdersKnowledge base management Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills. Demonstrate a high level of customer focus and empathy.Proven extensive experience of supporting an end user environment. Strong Teamwork and communication / information sharing.Attention to detail and proactive management. Strong situational analysis and decision making abilities.ITIL v3 foundation Pre-shift team communication The Pune CoE L2 Support Manager is responsible for leading and managing the Team based within the Pune CoE office that will manage and support Singapore & Hong Kong. In addition, Manager will have responsibilities to support the growing team and adopt a continuous improvement methodology to increase efficiency and service quality. To effectively manage and prioritize the workload the team.Communicate with stakeholders and business leads in Singapore & Hong Kong to ensure delivery and success by the team. Manage and prioritise tickets arriving on the L2 queue, either resolving them directly or re-assigning them to other support teams as required Responsible for the initial build out of the department including recruitment, on boarding, knowledge transfer, identifying KPIs. Provide all internal clients with a dedicated, positive and efficient service at all times. Able to develop a service culture, improve service quality and customer satisfaction and essentially be a leader with strong interpersonal and communication skills with the ability to motivate staff.Responsible for the achievement of Operational Level Agreements (OLAs) with the internal resolving groups, monitoring and escalating where appropriate. Business continuity planningMember of the team working independently responsible for providing day to day support for technology products or applications. Provides in-depth support and leads problem solving and implementation efforts for specific Workspace servicesKeep team, manager and customer informed of status of issues. Contribute to incident resolution. Analyse moderate to advanced inquiries and lead problem resolution. Coordinate across line teams to manage production incidentsAlign best practices and operational processes with global partners. Adherence to procedures to maintain quality and professionalism Control tasks,focus on continual service improvements
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-6


Application Programming | Desktop Support | Software Engineer
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