The Job

Sr Analyst

Technology, Data & Digital · IT Infrastructure & Security · IT Support · DevOps

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In short

The IT Services Manager role requires 4-6 years of experience in technical issue ownership and managing a diverse team of support technicians for 24/7 operations. The focus is on providing enterprise-level system support, meeting KPIs and SLAs, and maintaining customer relationships.

Responsibilities

  • Maintain current service standards and procedures for service delivery.
  • Supervise other members of the service delivery team.
  • Maintain customer relationships and improve response and delivery times.
  • Update service methods to improve overall efficiency.
  • Resolve service problems and customer complaints.
  • Conduct periodic appraisals of team members and identify areas for improvement.
  • Create and present regular reports to senior management.
  • Instruct customers on equipment operation, care, and maintenance.

Requirements

  • Minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 – 20 level 1, 1.5, support technicians.
  • Experience in 24*7 Operations Help Desk.
  • Technically motivated professionals specializing in providing support on an enterprise-level system.
  • Support for Windows 10/11, O365, Active Directory, SCCM (Software Centre), and related services.
  • Focus on delivering quality service while meeting all contractual KPIs and SLAs aligned with IT support towers.
  • Working knowledge of ServiceNow.
  • Working knowledge of Windows and MacOS.
  • Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.

Desired Qualifications

  • Excellent interpersonal and customer service skills.
  • In-depth knowledge of industry best practices and service delivery standards.
  • Strong leadership ability and team spirit.
  • Excellent written and verbal communication skills.
  • Attention to detail.
  • Excellent organisational skills.
  • Problem-solving skills.

Benefits

  • Work with a global technology company with a broad portfolio of technology services and products.
  • Be part of a company that puts its people first.
  • Opportunity to find your career and spark.
#IT Services Manager#Help Desk#Support Technicians#Enterprise Systems#Windows#MacOS#O365#Active Directory#SCCM#ServiceNow#Security Software#Leadership#Customer Service
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Gautam Buddha Nagar, India

Applicants

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