Track Manager - Desk Side Services, AMT Asset Management Software

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Systems Engineering · Project Management

In short

RSM seeks a Track Manager for Desk Side Services, AMT Asset Management Software in Noida. This role involves managing the IT Service Delivery team, customer and vendor relationships, project management, and SLA adherence.

Responsibilities

Manage the IT Service Delivery team (Deskside support) and Partner Resource team.
Customer Relationship Management
Vendor Relationship Management
Project Management on on-going project
Manage Customer Deliverables and Priorities
SLA Management including Incident, Service request, etc.
Daily review with the Country Managers
Periodic reviews with Customer and Vendors
MIS and Reporting
Oversee and monitor Key project Indicators
Ensure systems, processes, and methodologies are followed for effective monitoring, control and support of service delivery.
Attend client service review meetings covering performance reports, service improvements, quality, and processes.
Accurately test, identify, repair, resolve, and document end user technical issues regarding desktop support, printers, PDAs, BlackBerrys, and LAN cable drops.
Provide 1st line IT support services to the business community ensuring requirements are met within agreed service targets.
Troubleshoot and resolve software issues; reimage computers/hard drives, back up and restore settings, and associated systems administration activities.
Take ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests.
Perform asset inventory activities as needed.
Train and orient staff on use of hardware and software.
Recommend and/or perform upgrades on systems (Workstations & Printers) to ensure longevity.
Work with procurement staff to purchase hardware and software.
Perform other duties as assigned.

Requirements

Minimum Qualification – Engineering
10+ years’ experience, with at least 3+ years on Regional managerial role.
Good understanding of IT Infrastructure, Contract and Vendor Management.
ITIL / PMI professional will be preferred.
Good understanding of Desk side desktop Management, maintenance, deployment, and reporting.
Experience of working with & managing partners.
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e., Office.
Effective communication in English and local languages is mandatory.
Management of the Region
Ability to interact with customers to ensure that the service is polite, efficient and responsive.
Work through issues analytically to a successful conclusion.
Efficiently coordinate with Vendors for daily operations and Dispatch Engineers.

Desired Qualifications

Provide a single point of contact for Business Units for escalations at the Service Desk or Deskside support.

Benefits

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

IT Service DeliveryCustomer Relationship ManagementVendor Relationship ManagementProject ManagementSLA ManagementMIS and ReportingDesktop SupportPrinter SupportBlackBerry SupportLANIT SupportTroubleshootingSystem AdministrationTicketing SystemAsset ManagementHardware ProcurementSoftware ProcurementIT InfrastructureDesktopsLaptopsPrintersHandheldsSmartphonesMicrosoft WindowsMicrosoft OfficeContract ManagementITILPMI

#IT Service Delivery#Deskside Support#Asset Management#Noida

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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