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 and customer services.
- Attend Service Reviews for both Customer and Internal business stakeholders.
- Applies independent judgment to solve systematic problems.
- Ensure team members are well-informed about campus policies, procedures, and resource availability.

Requirements

- Excellent verbal and written communication skills (English)
- At least 2/3 years; of customer service and administrative experience for role holder to perform fully and effectively in the role.
- High level of proficiency using IT systems preferably workforce management systems
- Ability to manage time-sensitive matters and resolve issues through to completion.
- ITIL Foundation (preferred)
- Able to build close and productive working relationships, including the ability to influence others.
- Desire to increase knowledge on the commercial aspects of Service Management
- Process driven with the ability to be innovative.
- Self-motivated with a willingness to learn and adapt to any recent change or situation.
- Analytical and methodical in the approach to problem-solving
- Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate.

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