oracle
Lead Assistant Manager - IT Technical Support
EXL Talent Acquisition Team
Noida, IND
Full-time
Senior · 5+ years experience
Hybrid
Discovered 3 weeks ago
Microsoft 365Google WorkspaceActive DirectoryMobile Device Management (MDM)ServiceNowJira Service Management
Free
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Microsoft 365Google WorkspaceActive Directory
Key Skills for This Role
Microsoft 365Google WorkspaceActive DirectoryMobile Device Management (MDM)ServiceNowJira Service Management
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Responsibilities
- Lead and manage a team of Tier 2 Infrastructure Support Engineers, providing guidance, mentorship, and performance evaluation.
- Oversee the resolution of complex, escalated incidents, ensuring timely and accurate support for end-users.
- Collaborate with cross-functional IT teams, including Infrastructure, Security, and Applications, to coordinate resolution efforts and maintain effective communication.
- Drive process improvements and automation initiatives to enhance operational efficiency and reduce manual tasks.
- Ensure compliance with IT security policies, operational standards, and service-level agreements (SLAs) across the team.
- Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous learning and improvement.
- Stay updated with the latest industry trends, technologies, and best practices in IT support and infrastructure management.
- Participate in problem management activities, identifying recurring issues, and contributing to root cause analysis and resolution.
- Support user onboarding, offboarding, and technology deployment initiatives, ensuring a smooth and secure transition for end-users.
- Represent the team in cross-functional projects and initiatives, collaborating with stakeholders to align IT support with business objectives.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5-7 years of experience in IT Service Desk, End User Computing, or Infrastructure Support roles, with at least 2 years in a leadership position.
- Proven track record of leading and managing high-performing IT support teams, demonstrating strong leadership and communication skills.
- Extensive experience in troubleshooting and resolving complex technical issues across various endpoint technologies, Microsoft 365, and Google Workspace.
- Working knowledge of Active Directory, user identity management, and Mobile Device Management (MDM) platforms.
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