Description:

The role is responsible for overseeing and leading day-to-day IT user support operations across hardware and software systems. The role focuses on ensuring timely and effective resolution of user issues, maintaining SLA adherence, and driving service quality through solid team leadership. The role reviews complex incidents, ensures proper escalation and coordination with internal and external teams, and supports root-cause analysis to prevent recurrence. The role also emphasizes people management, capability building, process discipline, documentation accuracy, and information security compliance, delivering a reliable and user-centric IT support workplace.

Essential Functions:
Lead daily IT user support operations and service delivery
Build and lead a high-performing support team through coaching, mentoring, performance management, and fostering a solid service-oriented culture
Review and guide resolution of complex hardware/software issues




Ensure SLA adherence and timely incident closure
Manage escalations and vendor/internal coordination
Conduct root-cause analysis and preventive actions
Monitor incident documentation and reporting quality
Coach and develop IT user support team members
Allocate workloads and review team performance
Ensure compliance with IT policies and security standards

Additional Responsibilities: Education:
Bachelors Degree (BA/BS) B.Tech - Required
Master Degree (MS/MA) M.Tech - Preferred

Experience:
10 years or more in 10 - 12 Years

Specialized Knowledge: Licenses:

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Deputy Manager, It User Support Sanand
🏢 Amneal Pharmaceuticals
📍 Sanand