Exp - 10-13 yrs
Level - Manager
Skill - End User Support Manager
Location - Hyderabad
Work model - Hybrid ( 2days WFO)

Only Female candidates

Qualifications:

Technical competency: Strong hands-on capability in End User Support (desktop/laptop support, Windows OS, troubleshooting, ticketing tools, end-user support experience, Team Management)

Requirements:
• Bachelors degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience). Preferred: Masters degree (MBA, or equivalent) or demonstrated experience leading enterprise-scale service delivery and digital transformation initiatives.

• Certifications (preferred; one or more strongly desired): ITIL 4 Foundation (or higher); ITSM or Service Desk leadership certification; Experience Management / XLA (e.g., CCXP, XLA® Foundation/Practitioner); Project/Program Management (PMP®, PRINCE2®); Governance/Risk (COBIT®, ISO 20000/ISO 27001 awareness); Cloud fundamentals (AWS/Azure/GCP) and modern endpoint management exposure.
• Possess over 10 years of overall work experience, with more than 4 years dedicated to leading teams and projects in a corporate IT setting that is similar to the size and scope of organization.
• Hands on experience in providing Technology support, Application support, and basic understanding of Technology infrastructure.
• Effective communication skills to connect with stakeholders and translate Business requirements to Technology solutions.
• Ability to establish and analyze key performance indicators (KPI’s) to identify and improve service delivery.
• People Management: Recruiting,



development and training resources to build a robust team in order to provide support as per company standards.
• Automation mindset with the ability to identify and deliver opportunities that reduce manual effort and improve experience (self-service, knowledge management, workflow automation, virtual agents/GenAI where appropriate).
• Strong understanding of continual service improvement and ability to drive changes end-to-end using data, service analytics, and experience signals (VOC/NPS) to improve outcomes.
• Demonstrated ability to lead through change.
• In depth knowledge on ITIL framework.
• Master of conflict resolution.
• Passion for team success.
• Self-driven and motivated
• Ability to manage stress effectively in high-pressure situations.
• Strong sense of discretion and confidentiality required.
• Exceptional time management skills.
• Ability to influence and persuade.
• Ability to appropriately assess and manage risk.
• Proven ability to drive operational excellence.
• Background managing teams in matrix and traditional line management structures with a strong attention to resource management is preferred.

- Good to have knowledge of project delivery and change management, service analytics and experience measurement, information/data security, and digital workplace technologies (endpoint management, identity, collaboration tools, and cloud concepts). Exposure to automation and GenAI-enabled support (e.g., virtual agents, knowledge management, analytics) is a plus.

If interested, share your profile on [email protected]

Thanks & Regards

Sheetal Shewale

📌 End User Support Manager- Diversity (Telangana)
🏢 Anlage Infotech
📍 Telangana