- Lead and manage the End User Support team responsible for desktop, laptop, application, and infrastructure support.
- Manage Branch End User Support operations across BFSI locations, ensuring timely resolution of user issues.
- Oversee daily IT operations, service delivery, SLA adherence, and customer satisfaction.
- Drive incident, problem, and request management processes as per ITIL best practices.
- Coordinate with internal IT teams, vendors, and business stakeholders for issue resolution.
- Monitor support tickets, identify recurring issues, and implement preventive measures.
- Manage escalation handling and ensure timely resolution of critical incidents.
- Define operational processes, SOPs, and continuous improvement initiatives.
- Prepare and review MIS reports, dashboards, and operational metrics.
- Ensure compliance with BFSI security policies, audit requirements, and IT governance standards.
- Manage team performance, resource planning, training,



and productivity improvement.

Required Skills & Experience:

- 12+ years of experience in End User Computing (EUC), Desktop Support, IT Operations, or Service Delivery Management.
- Strong experience in managing large End User Support teams.
- Hands-on experience supporting branch IT operations in BFSI environments.
- Good understanding of:
- Windows OS, Desktop/Laptop troubleshooting
- Active Directory, Group Policy
- Office 365 / Outlook support
- Hardware & software troubleshooting
- VPN, Network basics, and IT infrastructure support
- ITSM tools (ServiceNow / Remedy / similar)

- Experience in handling vendors, stakeholders, and senior management escalations.
- Robust knowledge of ITIL processes and SLA management.
- Excellent communication, leadership, and problem-solving skills.

📌 Associate Manager - Operations (Vashi)
🏢 3i Infotech
📍 Vashi