Track Manager - Desk Side Services, AMT Asset Management Software

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

In short

The Track Manager role is responsible for managing the IT Service Delivery team (Deskside support) and Partner Resource team, overseeing desktop support, customer/vendor relationships, project management, and SLA management. The position requires a strong understanding of IT infrastructure, including desktops, laptops, printers, and smartphones, as well as proficiency in Microsoft Windows and Office applications.

Responsibilities

Manage the IT Service Delivery team (Deskside support) and Partner Resource team.
Manage Customer Relationship Management and Vendor Relationship Management.
Handle Project Management on ongoing projects.
Manage Customer Deliverables and Priorities and SLA Management (Incident, Service Request, etc.).
Conduct daily reviews with Country Managers and periodic reviews with Customer and Vendors.
Oversee and monitor Key project Indicators and ensure systems, processes, and methodologies are followed for effective service delivery.
Attend client service review meetings covering performance reports, service improvements, quality, and processes.
Test, identify, repair, resolve, and document end-user technical issues (desktop support, printers, PDAs, BlackBerrys, LAN cable drops).
Provide 1st line IT support services, ensuring requirements are met within agreed service targets.
Troubleshoot and resolve software issues; reimage computers/hard drives, back up and restore settings.
Take ownership of issues through to resolution.
Categorize and prioritize end-user support requests and service requests using a customer ticketing system.
Perform asset inventory activities as needed.
Train and orient staff on hardware and software usage.
Recommend and perform upgrades on systems (Workstations & Printers).
Work with procurement staff to purchase hardware and software.
Provide a single point of contact for Business Units for escalations at the Service Desk or Deskside support.

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.
Candidate should have 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.
Ability to work through issues analytically to a successful conclusion.
Efficiently coordinate with Vendors for daily operations and Dispatch Engineers.

Desired Qualifications

ITIL / PMI professional will be preferred.

Benefits

Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

IT Service ManagementCustomer Relationship ManagementVendor Relationship ManagementProject ManagementSLA ManagementMIS and ReportingIT InfrastructureDesktop SupportPrinter SupportBlackBerry SupportLAN Cable DropsIT SupportTroubleshootingSystem AdministrationTicketing SystemAsset InventoryMicrosoft WindowsMicrosoft Office

#IT Service Delivery#Deskside Support#Asset Management#Regional Management#IT Infrastructure

About HCLTech

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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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