Job Description

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 activities ac

📌 Manager - Technical Services, End User Services (Mumbai)
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