CareerBliss

Global EUC Manager

Walton, NY
Wipro
Posted 04/11/2021

PRINCIPAL DUTIES & RESPONSIBILITIES:

  • Participates in IT strategy and planning activities, bringing current knowledge and future vision of infrastructure technology, systems and best practices as related to business requirements
  • Provides thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement
  • Assess the impact of IT industry trends to current and future enterprise End User Services needs and projects
  • Leads the development of End User Support strategy, service delivery standards and procedures for the enterprise
  • Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • An ability to think critically about systems and to make adjustments consistently as needed.


DESIRED SKILLS & EXPEREINCE

  • 10+ years of experience in large scale End User Services Leadership experience, or an equivalent combination of education and experience.
  • Must have knowledge in managing day to day operations, SLAs/KPIs and L1, L2 and L3 teams for Collaboration (MS TEAMS), 24x7 Global Multilingual Service Desk, Field Services Operations, Desktop Operations and Desktop Engineering Team.
  • Detailed understanding of process design practices, End User operations and standards, and security standards and frameworks.
  • Must have knowledge of various Field/Touch Services Model (Dedicated, Dispatch, , Hub and Spoke, Rotating Fleet, Mail In etc..)
  • Must have 3-5 years of hands on experience of Service Desk operations, Desk Side Support operations, Asset Management, Desktop Image Management, Voice and Mobility Support required. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • Must have knowledge and experience in maintaining exceptional CSAT score and improved MTTR on Incident Management.
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
  • Effectively managing, developing, and training the service desk team.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Conducting and sharing results from service and operation performance reviews.
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
  • Being aware of and managing the costs of running the service desks
  • Must have prior experience in managing larger team and managing customer escalations.
  • Ability to connect and lead a team with an understanding and respect for everyone’s responsibilities.
  • Oversee the delivery commitments to client and to meet and exceed the SLA/KPI targets.
  • Able to conduct weekly and monthly service review with client.
  • At least 3 to 5 years of experience in working with Offshore Team in a managed service environment.
  • Knowledge and hands on experience in driving automation and Transformation for all the Sub Towers
  • Must have skill in active engagement with customer and to build the trust and relationship with client by ensuring timely resolution of issues and concerns to meet their expectations.
  • Experience managing global scale, distributed organizations.
  • Experience managing third party service providers.
  • Prior experience with infrastructure and operational support in a large, enterprise environment
  • Prior experience of interfacing with senior management and presenting solutions to Senior Leaders
  • Understanding and Experience of ITIL Framework
  • Articulate and persuasive oral and written communications skills.
  • Experience of managing IT budgets.
  • Knowledge and understanding of all relevant industry standards.
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • Experience in managing Team attrition by Identifying, Motivating, Developing the talent required and groom leaders inside the team. The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

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