Operations Manager - End User Computing

Description and Requirements

Role Description –

An End User Operations Manager is responsible for ensuring that IT services are delivered to business users and customers effectively, efficiently, and in line with agreed service levels.

The role acts as a bridge between business stakeholders, customers, IT operations teams, vendors, and support functions to ensure high-quality service delivery and continuous improvement.

Job responsibilities.

• Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Responsible for Change, Incident, Problem, Configuration, Service Desk & Release Management.
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms.
• User satisfaction surveys & feedback and plan for deviations or corrective action.
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
• Ensure that service delivery takes place based on the Service level agreements.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues.
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
• Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
• Identifying training needs and improvement needs in processes, procedures & utilization.
• Prepare and Coordinate shift roasters, conduct team meetings, track & analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability.
• Prepare & document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits & Process Reviews for ensuring strict adherence to the Process Parameters/Systems