Brief Description

Role Purpose

Responsible for the allocation, scheduling and coordination of campus ESP and partner Engineers. Provide support and assistance to the Customer Success Managers across a designated area covering various customer accounts to ensure customer sites/contracts always have the agreed resource in place.

Responsibilities

• Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
• Undertake the scheduling management of the desktop remote teams utilising systems, including Excel and/or the workforce management tool.
• Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.
• Working with Local Service Providers (suppliers) along with key stakeholders to ensure performance backfill Engineer requirements as per contract agreements.
• Ensure that contract-specific tasks, including projects and those tasks out of scope, can be either fully staffed, partially staffed, or not fulfilled internally by the ESP Desktop Engineers.




• Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts.
• Act as a point of contact for the onsite Desktop Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that require input from other departments.
• Support Internal ESP systems to business standards.
• Support partner invoices in conjunction with the Customer Success Managers and expense claims with Head of Campus Services to ensure the accuracy of billed vs. actual costs incurred.
• Work closely with the assigned Customer Success Managers and wider delivery team for key accounts in area including producing reporting to show coverage of specific sites.
• Review account-specific statistics to identify and drive service improvements and quality.
• Provide regular reports in conjunction with regional a

📌 Desktop Operations Lead India (Pune)
🏢 ESP Global Services
📍 Pune