Sr Administrator (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

I korthet

This role leads an offshore technical support team providing remote assistance for end-user devices, virtual desktops, applications, and network connectivity. Responsibilities include managing shifts, resolving incidents, meeting SLAs, and providing technical guidance for complex issues. The position requires a Bachelor's degree and 7-9 years of experience in IT support, with at least 2-3 years in a leadership role.

Ansvarsområden

Lead daily operations of the Virtual IT Point support team across assigned shifts and service coverage windows.
Allocate workload, monitor ticket queues, manage priorities, and ensure incidents and requests are resolved within agreed SLAs and OLAs.
Provide technical direction and hands-on support for complex issues involving laptops, desktops, mobile devices, remote access, VPN, VDI, Citrix, VMware Horizon, Microsoft Remote Desktop, operating systems, and business applications.
Guide the team on BIOS-level troubleshooting, device re-imaging, IMACD activities, user onboarding, account setup, and software or hardware provisioning.
Own major and high-priority escalations, coordinate with resolver groups, and provide concise and timely status updates to customers and stakeholders.
Review ticket quality, troubleshooting accuracy, documentation, categorization, and closure notes; coach team members on identified gaps.
Track service metrics including SLA compliance, backlog, ageing, first-contact resolution, reopen rate, productivity, and customer satisfaction.
Conduct daily operational reviews, shift handovers, team huddles, and periodic performance discussions.
Identify recurring incidents and service risks, support root-cause analysis, and coordinate preventive and corrective actions.
Maintain and improve knowledge articles, standard operating procedures, troubleshooting guides, and support documentation.
Drive continual service improvement through process standardization, automation opportunities, and operational efficiency initiatives.
Coordinate with Service Desk, Field Support, Network, Security, EUC, Application, Asset Management, and other cross-functional teams.
Ensure compliance with information security policies, audit requirements, access controls, software licensing, and asset-management processes.
Support resource planning, roster management, leave coverage, onboarding, training, skill development, and succession readiness.
Prepare operational reports and present service performance, risks, dependencies, and improvement plans to management and customers.
Participate in change, problem, incident, request, and major incident management activities in accordance with ITIL practices.

Krav

Minimum 7–9 years of experience in end-user computing, remote technical support, service desk, or a similar IT support function.
At least 2–3 years of experience leading or supervising a technical support team.
Experience managing ITSM ticket queues, SLA performance, escalations, shift operations, and customer communication.
Hands-on experience with ServiceNow or a comparable ITSM platform.
Demonstrated experience with remote-support tools, endpoint technologies, VDI platforms, IMACD lifecycle activities, and IT asset processes.
Proven ability to coach team members, manage customer expectations, and coordinate across geographically distributed support teams.

Önskade kvalifikationer

Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, or a related discipline.
ITIL Foundation certification is preferred.
Relevant certifications in Microsoft, Citrix, VMware, endpoint management, or service management are advantageous.

Förmåner

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

Färdigheter

VDICitrixVMware HorizonMicrosoft Remote DesktopServiceNowITIL

#IT Support#Technical Support#End-User Computing#VDI#Remote Support#Service Desk#ITIL#Team Lead#Operations

Om 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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