An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
About The Job:
- We are seeking a skilled and proactive Operations Lead to manage and oversee the day-to-day support operations for Windows and Linux-based laptops and desktops. This individual will lead a team of support engineers, ensure adherence to SLAs and KPIs, coach and mentor staff, and maintain high service standards. The ideal candidate will have extensive experience in ServiceNow, robust technical troubleshooting capabilities, and a passion for continuous improvement in IT support operations.
Essential Job Functions:
- Team Leadership & Coaching:
- Lead and mentor a team of IT support engineers handling Windows and Linux systems.
- Provide technical guidance and performance feedback.
- Conduct regular team meetings and knowledge-sharing sessions.
- Incident & Service Request Management:
- Monitor and manage all support tickets via ServiceNow.
- Ensure timely resolution of incidents, service requests, and problems.
- Escalate critical issues and provide root cause analysis.
- Operational Excellence:
- Oversee day-to-day laptop/desktop support activities across the organization.
- Track and report on SLA, KPI, and customer satisfaction metrics.
- Implement best practices and standard operating procedures.
- Asset & Inventory Coordination:
- Collaborate with asset management teams to ensure device availability and lifecycle tracking.
- Support device imaging, deployment, and patching activities.
- Continuous Improvem
📌 Operation lead (Bengaluru)
🏢 VARITE
📍 Bengaluru
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