15/03 Lipsa Sharma
Associate Consultant at WK Associates

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AVP - End User Support Service Desk (15-20 yrs)

Bangalore Job Code: 422730

A senior level leader to lead end user IT support delivery across clients. The Individual should be passionate about technology, experienced in leading service desk and desk side delivery that supports more than 150,000 enterprise users and an advocate who can champion the cause of employee productivity leveraging latest trends in IT.

Technical Skills :

- Subject matter expert in current and emerging productivity and collaboration technology

- Analytics to ensure visibility of end user, end point and enterprise IT performance as a method of qualifying end user experience

- Technical knowledge across different type of end user hardware and public cloud SaaS offering like O365, Box etc

- Migration - Win 10 and O365

- AWS workspace, VM ware horizon and VDI solutions

- Designing and delivering automation solutions that eliminate end user demand for IT support

- Knowledge of sharepoint and video conference solutions

- Omni channel contact center solution

Process Skills :

- Lead indicator focused operations management of large service desk operations across multiple clients

- Solution and transition of end user IT support across service desk and deskside support

- Workforce Management - Forecasting, Scheduling, Roster and gap assessment

- Delivering differentiated support to select users - VIP, project team, stock traders

- Technology adoption initiatives within an enterprise

- 3+ years- experience in vendor management including Microsoft enterprise agreements

- Proactive identification, tacking and resolution of end user IT support risk

- Strategic Planning

- Financial management

- Design thinking and user journey mapping

- Balanced scorecard

If Interested please share your updated CV along with answers to the questions mentioned below.

(Mandatory) :

1. Are you leading service desk team or end users?
2. How many end-users does your team support? -
3. Have you led field support agencies? What is the model you follow?
4. Team Size

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