Position Summary:

Manager – End User Services is responsible for managing onsite desktop and
end-user support operations at the Mumbai location. This role owns service
delivery, team leadership, VIP support, endpoint compliance, device lifecycle
management, and drives automation and proactive IT operations.

Job Functions and Responsibilities:

TEAM LEADERSHIP & MENTORSHIP

* Develop the End User Service Team, including hiring, performance evaluations,
and career development planning.
* Define and enforce IT service standards, Service Level Agreements (SLAs), and
operational KPIs to ensure the highest quality of support across all sites.
* Serve as the escalation point for critical incidents and the primary liaison
between executive leadership, third-party vendors, and technical teams.
* Promote a culture of excellence, ensuring high customer satisfaction and
qualified service delivery across the organization.

TECHNICAL SUPPORT & OPERATIONS

* Oversee the delivery of desktop support and IT operations for all employees,




ensuring seamless connectivity and functionality for onsite and remote staff.
* Spearhead the development and integration of AI technologies into the support
ecosystem; identify opportunities to utilize AI for automating routine
helpdesk tasks, ticket triage, and predictive maintenance.
* Drive the usage of AI-assisted tools (e.g., Microsoft Copilot, chatbots, or
scripting assistants) to enhance technician productivity and shorten
resolution times.
* Evaluate and prioritize complex technical issues, ensuring resources are
allocated effectively to resolve high-impact problems.
* Lifecycle and support of all peripherals, telecommunications systems, and
collaboration tools, including MS Teams, Call Center Applications, and
Intune.
* Administer and support Microsoft 365 services (Exchange Online, Teams,
SharePoint Online, OneDrive), including tenant health monitoring, incident
response, and service request fulfillment.
* Manage user lifecycle activit

📌 Manager - Technical Services, End User Services (Mumbai)
🏢 Onity
📍 Mumbai