Role & responsibilities

- Manage the day-to-day operations of a remote team to ensure performance targets and business objectives are achieved.
- Build and maintain strong knowledge of team services, policies, and operational procedures.
- Partner with product and engineering teams to troubleshoot issues and recommend process or product improvements.
- Promote innovation and continuous improvement by encouraging experimentation and new ideas.
- Improve service quality through regular monitoring, feedback, coaching, and performance evaluations.
- Lead training and upskilling initiatives to strengthen team capabilities.
- Prepare and share regular performance reports, including key insights and action plans.
- Conduct team meetings to address challenges, communicate updates, and ensure seamless operations.

What we're looking for





- Minimum 3 years of experience managing desktop support teams, along with 5+ years of overall experience in desktop support/ helpdesk.
- Solid communication, interpersonal, and presentation skills.
- Solid understanding of operating systems (Windows and macOS), hardware.
- Proficiency in Microsoft 365 applications, including Outlook, Excel, PowerPoint, Word, SharePoint, and OneDrive.
- Hands-on experience with printers and networking concepts.
- Ability to effectively balance people management with process management responsibilities.
- Proactive and analytical mindset with strong problem-solving and decision-making skills.
- ITIL Foundation or Six Sigma certification is an added advantage.

📌 Assistant Manager, Desktop Support (India)
🏢 Pearl
📍 India