Core Responsibilities: The IT Site Support Manager is responsible for the day-to-day activities of our onsite Desktop Support Team, providing direct IT support and maintaining an outstanding level of customer service. This role will be supervising daily activities, setting priorities, assigning tickets, and tracking ticket management compliance of the team while aligning with our IT leadership on expectations, initiatives, and direction. This position will be located in Pune, India. This person will be responsible for: - Manages the day-to-day operations of the Desktop Support staff across multiple locations. - Monitors, reviews, and assigns open Desktop Support incidents and requests. - Manages the support, deployment, maintenance, and upgrades of end-user computers, operating systems, client hardware, software, and peripherals. - Sets daily priorities to meet team goals and customer expectations by managing ticket flow and implementing ITSM best practice process improvements into daily operations. - Acts as an escalation point for support issues. Determines root cause of recurring issues and communicate appropriately. Manages and coordinates urgent and complex support issues. - Provides regular and ad-hoc reporting on key performance indicators, trends, and performance against service level expectations. Tracks and reports on individual and team performance against established KPIs. - Monitors, gathers, and prepares site-related data and information required for operational effectiveness and improvements. - Other duties as assigned.
What we offer:
We are here to support you for the entirety of your Dematic career. From a fast start of learning Dematic’s history and foundational training to succeed in your role to leadership development programs, technical training and certifications, and Career Navigator to identify challenging new opportunities, our goal is to help you grow beyond your borders.
Competitive Compensation and Benefits
Our attractive and market competitive total rewards packages are designed to reward high performance and to assist in managing your personal and family needs. Dematic offers robust packages based on employment status and national requirements.
Dematic is committed to pay transparency. As such, Dematic will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, Dematic will still maintain confidentiality of your pay information. Employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Dematic, or (c) consistent with Dematic’s legal duty to furnish information.
As a global company, our employees are exposed to different ideas and perspectives from around the world. We offer international assignments for qualified employees and wherever possible, we offer flexible working hours and modern workspace design.
Learn More Here : https://www.dematic.com/en-us/about/careers/what-we-offer/
Tasks and Qualifications:
5+ years of experience managing a Desktop team in an enterprise environment.
Bachelor's Degree in Information Technology or equivalent experience strongly preferred.
Ability to communicate in a clear, concise, and professional manner.
Ability to effectively communicate with a wide range of individuals in a diverse community; strong demonstrated written, oral, presentation, and listening skills.
Previous experience managing and reporting on SLAs and holding the team accountable for meeting SLAs.
Strong client and employee interaction skills.
Experience in roles requiring confidentiality, flexibility, punctuality, customer service, prioritization, troubleshooting, and working independently.
Previous experience using tools such as SCCM, Intune, or other similar products to create automated deployments and remotely manage patches, operations system upgrades, and application deployments.
Ability to travel.