Responsibilities

- Analyze support KPI's to ensure expected service levels are being maintained
- Set performance goals and provide timely feedback to team members to ensure optimal employee performance and engagement
- Monitor support tickets from start to close
- Must be able to work flexible shifts to support the local users and interface with US based management and peers
- Assist other support team members in the US and CA as required
- Support other operations, infrastructure and security/compliance projects as required
- Escalate all IT issues to management in a timely manner
- Demonstrate professionalism and patience while working with end users and management
- Document operational procedures and processes as required
- Evaluate and respond to situations that may occur causing major issues
- Provide support for Active Directory services, Intune, and Microsoft 365 applications

Qualifications

- Minimum of 7 years of Help Desk support required
- Minimum of 4 years of supervisory experience required
- (6 years of IT Service Desk management experience)
- Associates degree in IT or equivalent certifications
- Heavily focused experience with Microsoft 365 products including Windows 11, Microsoft 365 applications, SharePoint Online, and Teams.

- Excellent working knowledge of end user technology including PC's, peripherals, printers, mobile devices, etc.
- Strong knowledge with multi-factor authentication,



email content filtering, and endpoint security controls.
- A positive understanding of network concepts to be able to troubleshoot network connectivity issues.
- Ability to clearly communicate technical concepts and details to individuals at all levels of the organization in both simple and complex depending on the audience.
- Ability to multitask & prioritize workload
- Proven experience creating end user technical documentation using Word and Visio
- Must have a continuous improvement mindset
- Must be highly motivated, able to work with minimal supervision, and adapt to changes as needed
- Must possess a high level of attention to detail
- Must possess critical thinking and learning skills
- Must possess excellent written and verbal English

Preferred Qualifications

- Work in the Travel Management industry is a plus
- Travel agency applications experience a plus (Sabre / Smart Point)
- Ability to serve as the subject matter representative for the entire 0365 suite of services
- Solid troubleshooting capabilities
- Experience working in a global team environment
- Intermediate to advanced knowledge with Entra ID (Azure AD)
- Basic to intermediate PowerShell scripting skills
- This is not an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position

📌 IT Operations Manager (India)
🏢 Direct ATPI
📍 India