Job Summary

Position Summary:rnThe IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 – 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk rnWe are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers.rnRoles and Responsibilities:rn• Maintaining current service standards and procedures for service deliveryrn• Supervising other members of the service delivery teamrn• Maintaining customer relationships and improving response and delivery timesrn• Updating service methods to improve overall efficiencyrn• Resolving service problems and customer complaintsrn• Conducting periodic appraisals of team members and identifying areas for improvementrn• Creating and presenting regular reports to senior managementrn• Instructing customers on equipment operation, care, and maintenancernKey Skills:rn• Excellent interpersonal and customer service skillsrn• In-depth knowledge of industry best practices and service delivery standardsrn• Strong leadership ability and team spiritrn• Excellent written and verbal communication skillsrn• Attention to detailrn• Excellent organisational skillsrn• Problem-solving skillsrn• Working knowledge of ServiceNowrn• Working knowledge of Windows and MacOSrn• Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.rn

Key Responsibilities

Position Summary:rnThe IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 – 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk rnWe are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services.



The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers.rnRoles and Responsibilities:rn• Maintaining current service standards and procedures for service deliveryrn• Supervising other members of the service delivery teamrn• Maintaining customer relationships and improving response and delivery timesrn• Updating service methods to improve overall efficiencyrn• Resolving service problems and customer complaintsrn• Conducting periodic appraisals of team members and identifying areas for improvementrn• Creating and presenting regular reports to senior managementrn• Instructing customers on equipment operation, care, and maintenancernKey Skills:rn• Excellent interpersonal and customer service skillsrn• In-depth knowledge of industry best practices and service delivery standardsrn• Strong leadership ability and team spiritrn• Excellent written and verbal communication skillsrn• Attention to detailrn• Excellent organisational skillsrn• Problem-solving skillsrn• Working knowledge of ServiceNowrn• Working knowledge of Windows and MacOSrn• Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.rn

Skill Requirements

Position Summary:rnThe IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 – 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk rnWe are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers.rnRoles and Responsibilities:rn• Maintaining current service standards and procedures for service deliveryrn• Supervising other members of the service delivery teamrn• Maintaining customer relationships and improving response and delivery timesrn• Updating service methods to improve overall efficiencyrn• Resolving service problems and customer complaintsrn• Conducting periodic appraisals of team members and identifying areas for improvementrn• Creating and presenting regular reports to senior managementrn• Instructing customers on equipment operation, care, and maintenancernKey Skills:rn• Excellent interpersonal and customer service skillsrn• In-depth knowledge of industry best practices and service delivery standardsrn• Strong leadership ability and team spiritrn• Excellent written and verbal communication skillsrn• Attention to detailrn• Excellent organisational skillsrn• Problem-solving skillsrn• Working knowledge of ServiceNowrn• Working knowledge of Windows and MacOSrn• Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.rn

Must Have Skill

Service Desk

Good to Have Skill

Other Requirements

Position Summary:rnThe IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 – 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk rnWe are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers.rnRoles and Responsibilities:rn• Maintaining current service standards and procedures for service deliveryrn• Supervising other members of the service delivery teamrn• Maintaining customer relationships and improving response and delivery timesrn• Updating service methods to improve overall efficiencyrn• Resolving service problems and customer complaintsrn• Conducting periodic appraisals of team members and identifying areas for improvementrn• Creating and presenting regular reports to senior managementrn• Instructing customers on equipment operation, care, and maintenancernKey Skills:rn• Excellent interpersonal and customer service skillsrn• In-depth knowledge of industry best practices and service delivery standardsrn• Solid leadership ability and team spiritrn• Excellent written and verbal communication skillsrn• Attention to detailrn• Excellent organisational skillsrn• Problem-solving skillsrn• Working knowledge of ServiceNowrn• Working knowledge of Windows and MacOSrn• Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.rn

📌 Administrator (Support & Operations) (India)
🏢 HCLTech
📍 India