Manager - Tech Support

Responsibilities:

- Manage IT Technical Support Operations US Shift

- Manage team activities, shift planning.

- Task prioritization, allocations and follow ups with team.

- Track team productivity & efficiency and initiate corrective action.

- Motivate and mentor team members.

- Communicate with internal and external stakeholders

- Conduct technical discussion with internal and external stakeholders

- Manage IT Helpdesk Operations.

- Monitor SLAs, action potential escalations, address end user escalation, Prepare and present MIS reports

- Drive incidence management, update stake holders, RCA circulation.

- Control/record IT asset issuance maintain IT inventory.

- Perform end to end procurement formalities, liaison with finance department for vendor pay-outs.

Tracking

Warranty / AMC status for all IT assets.





- Project Management to deliver current implementations, expansions, change requests etc.

- Ensure IT security practice adherence

- Prepare and update process documentations, ITIL practices.

Skills

- Rich exposure to ITIL / HIPAA / PCI practices and working environment

- Strong conceptual understanding of WAN, LAN, Info security, Hardware, Windows, Telecom, US Healthcare BPO/KPO legacy applications and RCM process.

- Expert in resource planning and work allocation.

- Effective presentation and communication skills; written and verbal.

- Excellent problem solving and decision-making skills.

- ITIL V3 foundation certification is a Must.

Years of Experience: 10+ years

📌 IT Manager (Visakhapatnam)
🏢 Infinx
📍 Visakhapatnam