Description

About the Role:

The Local IT Manager is responsible for leading our LIT administrators to provide excellent customer service and responsible for resolving customer inquiries in a timely manner. The Local IT Team provides IT infrastructure support for all employees in the local office and within the region. The Local IT Manager is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced workplace which provides services over the phone, through e-mail, in person and via self-service mechanisms.

Working as part of the IT Operations group, this role interacts with multiple functions within the IT Operations group and with other groups within the wider IT team. In a day-to-day capacity, the Local IT Team Manager oversees the day-to-day operations and evaluates service delivered. The Local IT team are one of the first points of contact for internal business customers and ensure customer expectations are met or exceeded.



The Local IT Manager is responsible for ensuring defined metrics/benchmarks are met by staff and that standards and processes are followed to provide effective customer service. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust support model is established.

This role reports into the SVP of End User Compute.

Responsibilities

Job Duties in Brief
- Oversee 100% of the requests and incidents for their assigned site/region. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
- Work with team to determine root cause of common issues and communicate appropriately to internal and external customers.
- Train, coach and mentor staff in their assigned site/region, including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed

📌 IT.Manager-IT Operations (Pune)
🏢 Citco
📍 Pune